L1 Support Engineer (Arabic Speaking)

The Position

Direct interaction with customers via phone, email, and/or chat to deliver word class, solutions-focused results with an emphasis on the customers experience. This will require the employee to become proficient with all aspects of the application software functionality to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues under the general direction of both the supervisor and manager.

Responsibilities

Answers, evaluates and prioritizes incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies

Recognizes problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team

Logs and tracks calls using a problem management database and maintains history records and related problem documentation

Prepares standard statistical reports, such as help desk incident reports

Consult with programmers to explain software errors or to recommend changes to programs

May test software and hardware to evaluate the ease of use and whether the product will aid the user in performing work

Ability to work on certain holidays when requested

Flexibility to work at variably changing shift times

Duties and tasks are subject to change and differ to be in alignment with the product(s) you support

All other duties as assigned, including special projects and other technical support tasks

Requirements

2+ years prior experience in a technical support role

Proficient in Microsoft Office suite

Salesforce experience preferred

Prior CRM experience preferred

Strong attention to detail and time management

Strong oral and written communication skills

Strong customer service and conflict resolution skills

Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes

Associates degree or equivalent work experience