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1st Line Customer Care Agent - English & Arabic Speaking
Location: Dubai, United Arab Emirates
Salary: Dependant on experience (AED) + Package
Are you interested in joining a British FTSE 250 company with a global reach who are soon to be opening a brand new office in Dubai? This growth is off the back of a new product launch where handheld scanners will be integrated in to the tobacco supply chain industry. This is the opportunity to be at the forefront of the business by delivering the best customer service to the customers/end users, working to SLA's and resolving issues with a first time fix where possible. So far, 6-7 specialists have been recruited to help facilitate the growth within the Dubai office…will you be next to join them?
As a 1st Line Customer Care Agent you will be responsible for providing 1st line IT technical support to the end user and providing a first time fix where possible. You will record, categorise, prioritise and resolve IT service requests, issues and complaints in accordance with set SLA's working to clearly defined ITIL frameworks. There is more! You will also be responsible for customer order management as well as report writing where necessary.
Ideally, you will be currently working within a similar position as a 1st line IT support technician resolving a number IT infrastructure, network and database issues. You will have a background in using an ITIL conformant service management systems tool and working within an ITIL service & support framework.
" Ideally a formal qualification in an IT/Computer Engineering discipline.
" Fluent in the English Language, Arabic would also be extremely beneficial.
" A proven track record of working to an exceeding stringent SLA/OLA targets.
" You must possess high levels of energy, motivation and enthusiasm in order to fit in with the team culture, together you will be responsible for making it happen!
" Ideally ITIL v3 Foundation Certified or a background working to ITIL frameworks.
" A proven knowledge and usage of an ITIL conformant service management tool (Remedy, HP Service Now, Hornbill, Heat, Peregrine are to name a few).
" A proven background working within a 1st Line IT Service/Support function.
" A background of hitting SLA's to achieve a high level of customer service.
" The ability to create and review reports to identify trends and assist with decision making
If this is something that you are interested in please send your CV to email@example.com or call meo n 02392 228 244 for more information.
This vacancy is being advertised by Advanced Resource Managers. ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions.
Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
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