Call Specialist-IT

Confidential Company

We are seeking a Call Specialist for our IT department, who will be responsible for handling end-user inquiries, troubleshooting issues, and delivering a positive support experience. This role requires strong communication skills, problem-solving abilities, and the capacity to remain calm and professional in fast-paced situations. The Specialist will document all interactions, escalate complex cases when necessary, and ensure efficient resolution of customer concerns.

Key Responsibilities

• Answer and manage end-user support calls in a professional and friendly manner
• Actively listen to issues and ask clarifying questions
• Troubleshoot and resolve technical or service-related problems
• Provide clear, step-by-step instructions to the end-user
• Document call details, issues, and resolutions
• Escalate unresolved or high-priority issues to the Software team
• Stay updated on product knowledge, system changes, and processes

Qualifications

• Strong verbal communication skills
• Experience in customer service or technical support (preferred)
• Good understanding of IT products, software, or telecom systems
• Ability to multitask while maintaining accuracy
• Patience, empathy, and the ability to de-escalate difficult situations
• Willingness to work in shifts

Problem-Solving Skills

• Logical thinking
• Ability to quickly diagnose issues
• Creativity in finding solutions
• Following troubleshooting protocols

Interested candidates based in Dubai with strong verbal communication skills, experience in customer service or technical support, and a good understanding of IT products and telecom systems are encouraged to apply. Candidates who are readily available will be given preference