Call Center Agent – L0 Support
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Key skills for this role
About the Role
VaporVM is seeking a Call Center Agent (L0 Support) to serve as the first point of contact for IT-related inquiries. The role involves logging and categorizing tickets in ServiceNow, performing basic troubleshooting, and routing issues to appropriate support teams.
Key Skills for This Role
Responsibilities
- Receive 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
- 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
- Contribute to knowledge base updates and continuous service improvement initiatives
Requirements
- Diploma or Bachelor's Degree in Information Technology, Computer Science, Business Administration, or related field
- Up to 2 years of experience in a call center, customer service, helpdesk, or service desk environment
- Basic understanding of IT support and helpdesk operations
- Familiarity with ITSM concepts and ticket management processes
- Excellent communication skills in Arabic and English
- Experience with ServiceNow or similar ticketing tools is preferred
- ITIL v4 Foundation certification preferred
Full Job Posting
Role Overview
- The Call Center Agent (L0 Support) serves as the first point of contact for all IT related inquiries, incidents, and service requests.
- Responsible for receiving, logging, categorizing, and tracking support requests through ServiceNow ITSM platform.
- Ensures timely communication and adherence to SLAs.
Key Responsibilities
- Receive 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 Qualifications
- Diploma or Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related field.
- Fresh graduates are encouraged to apply.
- Up to 2 years of experience in a call center, customer service, helpdesk, or service desk environment.
Technical Skills
- Basic understanding of IT support and helpdesk operations.
- Familiarity with ITSM concepts and ticket management processes.
- Experience with ServiceNow or similar ticketing tools is preferred.
- Basic troubleshooting and problem identification skills.
Soft Skills
- Excellent communication skills in Arabic and English.
- Strong customer service and interpersonal skills.
- Ability to multitask and work in a fast paced environment.
- Good time management and organizational skills.
- Strong attention to detail and accuracy.
- Professional attitude and teamwork capabilities.
Preferred Certifications
- ITIL v4 Foundation (Preferred).
- Customer Service Certification (Advantage).
Key Deliverables
- Accurate ticket logging and categorization.
- Timely ticket assignment and escalation.
- Effective first level customer interaction.
- Compliance with SLA requirements.
- Complete and accurate documentation of support activities.
Key Performance Indicators (KPIs)
- First Call Resolution (FCR) Rate.
- Ticket Logging Accuracy.
- Customer Satisfaction (CSAT) Score.
- SLA Compliance.
- Average Handling Time (AHT).
- Escalation Accuracy.
- Attendance and Schedule Adherence.
- Quality Assurance (QA) Score.
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