- Supports and provides service support via Phone, email and web portal ensuring effective resolution of customers’ concerns in the quickest possible manner
- Routing the issue to correct team by understanding the issue properly
- Should act as a first point of contact for customers for all issues related to emaratech service support.
- Gathers and Records accurate service support incident information
- Listens and understands customers’ concerns; provides required guidance and information using the available resources
- Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required
- Performs primary investigation in all issues received
- Follows up on escalated and re – assigned service support requests and tickets
- Identify the solutions and contributes to the knowledge base and utilizes it as required
- Provides service health feedback based on received requests and tickets
Requirements
- Minimum Diploma graduate or equivalent required
- Knowledge of ITIL Foundation
- Minimum 2 years of customer service
- Experience in working on Service Management Systems
- Fluent in Arabic
Top Skills
What We Do
emaratech, owned by the Investment Corporation of Dubai, is the leading technology and management consulting company in the Arab World that provides high end market strategies, online solutions, outsourced technology & advanced business information technology solutions for private & public sectors. Business Domain Knowledge includes border access & control, Government eServices, Security Services, Payment Gateways, ERP and real estate technology solutions. Services include product engineering, enterprise and custom online applications, systems integration, infrastructure hosting, business process re-engineering, IT & business consulting, quality management, project management and managed services. emaratech's subsidiaries include: noqodi A comprehensive, technologically advanced payment gateway system that provides complete automated collections, reconciliation and settlement services www.noqodi.com Emirates Real Estate Solutions A world-class real estate product registered in 17 countries, providing models focused on application solutions and managed services. www.eres.ae Digital Economy Solutions A joint venture between emaratech and the Department of Economic Development of Dubai, with a mission to develop strategic digital projects with a focus on developing and issuing licenses for all businesses in Dubai. ZAJEL A courier company that not only delivers courier but embeds itself seamlessly into business process that is incomplete without delivery and collection Emirates Real Estate Solutions (ERES) Developing and managing IT products including Tenancy, Contract Management, Land ownership and unlisted property management solutions and portals. If you are talented in any of the above fields and looking for a place to put your stamp in an innovative environment, we would like to hear from you. submit your resume and let us know how you can make a difference at emaratech.
