Call Center Agent

Client of Kalamntina

Responsibilities

• Serve as the primary point of contact for customers seeking technical support via phone and email.
• Monitor open support tickets, provide timely updates, and ensure efficient resolution of issues in alignment with the defined SLAs.
• Identify recurring technical problems and contribute feedback to enhance internal processes or improve knowledge base content.
• Assist in onboarding new clients, including account setup and technical environment configuration.
• Offer clear and structured guidance to help customers resolve issues and effectively use the software.
• Escalate complex or unresolved cases to senior support or development teams, including detailed documentation of troubleshooting steps and relevant context.
• Contribute to additional projects or tasks as needed, in accordance with company priorities and available resources.

Qualifications

• 1 3 years of experience in technical support, help desk, or a call center role.
• Bachelor s degree in a technology-related field (e.g., MIS, Computer Science, IT).
• Excellent verbal and phone communication skills in both English and Arabic, with strong active listening abilities.
• Customer-oriented with the flexibility to adapt to diverse personalities and cultures.
• Capable of multitasking and staying organized in a dynamic environment.
• Proficient in using ticketing systems.
• Strong documentation, problem-solving, and critical thinking skills.
• Experience with Microsoft 365 administration is a plus.