About this role
About the Role The Support Analyst will deliver Level 1 remote desktop support to customers in English and Arabic, ensuring timely resolution of technical issues and adherence to SLAs and quality standards. This role supports exceptional customer experiences and operational excellence within the Support & Operations team. What You'll Do
- Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via telephone, email, and chat in Arabic and English, ensuring compliance with the agreed SLA for ticket volume and resolution time.
- Adhere to quality standards, including voice and accent proficiency, technical monitoring, and compliance with regulatory requirements and company policies.
- Strive for positive customer experience by achieving first call resolution and maintaining a low average handling time (AHT), while minimizing rejected resolutions and case reopenings.
- Maintain high availability and efficiency in logging in to support systems to ensure prompt assistance for customers.
- Update work logs accurately and follow the shift and escalation process. What We're Looking For
- Fluent in English and Arabic (bilingual) with strong communication and customer service orientation.
- Experience in Level 1 remote desktop support or technical support roles.
- Ability to diagnose and resolve hardware, software, and network issues in a remote environment.
- Demonstrated ability to meet SLAs, maintain quality standards, and achieve first call resolution with efficient handling times.
- Proficiency in logging and updating incident tickets, configuring systems, and maintaining documentation.