Help Desk Agent
Job Location:
Riyadh - Saudi Arabia
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
SUMMARY
Manage the client service requests via inbound and outbound telephone calls e-mails web requests and walk-ins.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provide prompt resolution to customer inquiries by providing appropriate and accurate information
Accurately document and update records in required systems
Follow up in a timely manner to ensure customer satisfaction
Understand all programs systems and procedures necessary to perform job effectively
Where applicable communicate with customers to attempt to bring resolution
Communicate feedback and progress to management
Maintain diplomacy and tact when dealing with upset or escalated calls
Escalate customer complaints and/or calls through the appropriate channels to management
Provide feedback to management concerning possible problems or areas of improvement
Make recommendations to implement improved processes
Perform other duties as assigned by management
QUALIFICATIONS
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and /or ability required.
EDUCATION and/or EXPERIENCE
High School Diploma or General Educational Development (GED) certificate with equivalent relevant work experience desired.
Knowledge and understanding of facility management environment
Knowledge understanding and compliance with Service Request policies and procedures
Previous customer service and/or call center experience is a must
Bi-lingual (English and Arabic) is an advantage
Knowledge in SAP is an advantage
ATTRIBUTES
Ability to maintain the highest level of confidentiality
Proficient personal computer skills including Microsoft Office
Excellent interpersonal written and oral communication skills
Ability to work in a team fostered environment
Ability to work in a multi-tasked environment
Ability to prioritize and organize work
Ability to adapt to a flexible schedule.
COMPUTER SKILLS
Proficient with Microsoft Office
At SNC-Lavalin we seek to hire individuals with diverse characteristics backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender ethnic or national origin sexual identity and orientation age religion or disability but enriches itself through these differences.
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Required Experience:
Unclear Seniority
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
We are a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world’s infrastructure and energy systems.
