Contact Center Support Specialist

Increase satisfaction, deepen guest relationships, and effectively manage
expectations to a variety of customers, accurately describing incoming
problems and then translating their technical answers into guest focused
responses. Ensuring tasks are delivered on time and within agreed SLA to meet
and exceed level of support and guest satisfaction.
Monitor key section metrics (quality measures, customer satisfaction ratings,
service level objectives, etc.) against plan and adjust processes as
appropriate.
Accountabilities:
Work Complexity:
* Achieve Service Desk email, phone and ticketing system for incoming requests and work with service desk team to identify relevant problem details and the incident flow coming Nahdi touch points.
* Deliver reliable and cost-effective services as well as bringing in value-added technologies to achieve the IT goals.
* Provide second level support in investigation, diagnosis, resolution and recovery of support request problems.
* Design and deliver call center performance reports by collecting, analyzing, and summarizing data and trends.
Service Desk
* Supervise; coordinate and oversight over the day-to-day operations of the team of IT Service Desk team ensuring high guest experience and agreed service level agreements are met.
* Manage technician workload through the service management process, monitoring ticket queues and respond timely to new tickets. Track outstanding tickets and need to be able to prioritize tasks based on urgency and scope of impact.
* Responsible for the end-to-end ownership for Service Request and Incident as part of service delivery team.
* Lead the Interface with the 2nd or 3rd level groups to ensure priorities are set and the correct information flows.
Technical Support
* Diagnoses and resolves hardware and software issues.
* Initiates and completes outcome investigations for problems.
* Assist systems, programming and vendor professionals as needed to resolve problems.
* Coordinate the resolution of escalated application, hardware and software problems.
* Partner with applicable IT teams to ensure efficient operations within the ecosystem.
Service Level Management
* Drive internal and third-party service review meetings by covering performance, service improvements, quality and processes to all agreed SLA and objectives are met.
* Lead service-level objectives to ensure that requirements are met or exceeded.
* Develop client satisfaction metrics and service procedures by monitoring key section metrics (quality measures, customer satisfaction ratings, service level objectives, etc.) against plan and adjust processes as appropriate.
Service Improvements
* Participate in regular customer satisfaction surveys and develop action plans to improve costumers' s IT experience in coordination with other IT functions
* Review tracking log to identify recurring problems, or problems affecting a large number of clients.
* Develop procedures and controls for service improvements and pilot testing for new hardware and software solutions and coordinates it with IT groups.
Documentation
* Manage and enhance the Departments related documents updates, (Service catalog, Knowledge Base, and SOPs).
* Develop the documentation for processes and ensures the overall scope, quality and effectiveness of the documentation continues to grow.
* Oversee the creation and modification of documentation of issue resolutions within the Knowledge Base.
* Develop and Updates manuals/guides to incorporate new recommended products
Employee duties are not limited only to the above-mentioned Accountabilities;
he/she may perform other duties as assigned.
Work Environment:
* Indoors : ‎85%
* Outdoors : ‎15%
* Working Days : ‎5 Working Days
* Days off : ‎2 Days Off
* Working Hours : ‎8:00 AM - ‎6:00 PM (‎1 hour break)
Job Requirements:
Education
* BSc in IT
* Certified ITIL
Experience
* ‎5 Years of Experience
Computer Skills
* MS Office Suite, Oracle DB and SQL Language
Languages
* English
* Arabic