Call Center Agent VaporVM

Call Center Agent (L0)

Position Summary

The Call Center Agent acts as the first point of contact. The role is responsible for receiving, documenting, and managing all support inquiries, incidents, and service requests through the ServiceNow IT Service Management (ITSM) platform.

The agent ensures professional communication, timely ticket resolution, and adherence to established Service Level Agreements (SLAs) contributing to the overall service excellence and digital transformation vision.

Core Responsibilities

Handle inbound and outbound calls, emails, and chat requests in both Arabic and English.

Log, categorize, and update tickets in ITSM for incidents, service requests, and general inquiries.

Assign and route tickets to the appropriate technical teams based on the issue type and priority.

Follow up on open tickets, ensuring timely resolution and proper closure.

Maintain accurate and complete documentation for every customer interaction.

Escalate high-priority or unresolved cases to supervisors in line with escalation procedures.

Provide clear and professional communication to end users regarding issue status and next steps.

Maintain awareness of IT services, systems, and processes to provide accurate assistance.

Support continuous improvement by suggesting workflow, script, or knowledge base enhancements.

Ensure all communication adheres to government service quality, confidentiality, and data privacy standards.

Required Experience

1 3 years of experience in a call center, IT helpdesk, or customer support environment.

Experience with ServiceNow ITSM or similar ticketing tools (e.g., Remedy, Zendesk, Jira).

Experience in bilingual customer communication (Arabic and English).

Experience in a government or digital service environment is an advantage.

Skills

Strong verbal and written communication skills (Arabic & English).

Excellent interpersonal and customer service abilities.

Knowledge of IT service management workflows and terminology.

Ability to multitask and manage multiple interactions effectively.

Attention to detail and accurate data entry.

Time management and prioritization under pressure.

Teamwork, reliability, and professional demeanor.Certifications

ITIL v4 Foundation (preferred).

CompTIA Network+ / Microsoft AZ-900 (advantage).

Key Deliverables

Accurate creation and closure of ServiceNow tickets.

Clear and timely communication with government entities.

Consistent adherence to SLA and escalation policies.

Contribution to improved customer satisfaction scores.

Maintenance of complete and correct ticket records for audits.

KPIs

o First Call Resolution (FCR) Rate.

o Ticket Logging Accuracy in ServiceNow.

o Customer Satisfaction (CSAT) Score.

o SLA Compliance Percentage.

o Average Handling Time (AHT).

o Attendance & Schedule Adherence.

Reporting

Reports to NOC Manager

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