Call Center Agent – L0 Support

Overview

Key Responsibilitie

• sReceive and handle inbound calls, emails, chat requests, and support inquiries in Arabic and English
• .Log and categorize incidents, service requests, and general inquiries accurately in ServiceNow
• .Perform initial triage and basic troubleshooting based on predefined knowledge articles and standard operating procedures
• .Resolve simple and routine issues at the first point of contact whenever possible
• .Assign and route tickets to L1, L2, or specialized support teams based on issue type, priority, and impact
• .Monitor open tickets and follow up with users to provide updates and ensure timely resolution
• .Escalate critical or unresolved incidents according to established escalation procedures
• .Maintain complete and accurate records of all customer interactions and support activities
• .Provide users with guidance on available IT services, processes, and support channels
• .Ensure compliance with service quality standards, information security policies, and data privacy requirements
• .Contribute to knowledge base updates and continuous service improvement initiatives
• .

Required Qualificatio

• nsDiploma or Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related fiel
• d.Fresh graduates are encouraged to appl
• y.Up to 2 years of experience in a call center, customer service, helpdesk, or service desk environmen
• t.

Technical Ski

• llsBasic understanding of IT support and helpdesk operatio
• ns.Familiarity with ITSM concepts and ticket management process
• es.Experience with ServiceNow or similar ticketing tools is preferr
• ed.Basic troubleshooting and problem-identification skil
• ls.

Soft Sk

• illsExcellent communication skills in Arabic and Engl
• ish.Strong customer service and interpersonal ski
• lls.Ability to multitask and work in a fast-paced environm
• ent.Good time management and organizational ski
• lls.Strong attention to detail and accur
• acy.Professional attitude and teamwork capabilit
• ies.Preferred Certificat
• ionsITIL v4 Foundation (Preferr
• ed).Customer Service Certification (Advanta
• ge).

Key Deliver

• ablesAccurate ticket logging and categoriza
• tion.Timely ticket assignment and escala
• tion.Effective first-level customer interac
• tion.Compliance with SLA requirem
• ents.Complete and accurate documentation of support activi
• ties.

• Rate.Ticket Logging Acc

• uracy.Customer Satisfaction (CSAT)
• Score.SLA Compl
• iance.Average Handling Time
• (AHT).Escalation Acc
• uracy.Attendance and Schedule Adhe
• rence.Quality Assurance (QA)
• Score.