Level 1 Support Engineer (Fluent in Arabic and English)
IQVIA
Date: 2 weeks ago
City: Dubai
Contract type: Full time
Key Responsibilities:
Customer Support:
Customer Support:
- Act as the first line of communication for customer inquiries via phone, email, and support tickets.
- Provide clear and professional responses to customer questions regarding products or services.
- Guide customers through basic troubleshooting steps for technical issues.
- Document customer interactions, issues, and resolutions accurately in the support system.
- Technical Support:
- Identify and resolve simple technical issues such as login problems and configuration issues.
- Assist customers in understanding product features, system functionality, and usage guidelines.
- Diagnose technical problems using knowledge of company products, systems, and services.
- Troubleshoot connectivity, or software, problems and provide basic fixes or workarounds.
- Escalation Management:
- Identify issues that require more advanced technical knowledge and escalate tickets to Level 2 support (L2).
- Ensure that escalated tickets are detailed with clear descriptions, steps taken, and relevant customer information.
- Customer Satisfaction:
- Follow up with customers as needed to ensure their issues are resolved or to provide additional support.
- Maintain a positive and empathetic attitude while managing customer expectations.
- Ensure timely closure of support tickets and provide customers with updates on ticket status.
- Collaboration:
- Work closely with the L2 technical team and other departments to ensure smooth hand-offs of customer tickets.
- Contribute to the creation of FAQs, knowledge bases, and troubleshooting guides for customers.
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