Senior Specialist Digital Channels DSD

About the Role

Zahid Tractor is seeking a Senior Specialist Digital Channels-DSD to join their team in Jeddah. This full-time role involves interacting with users through various digital channels, phone, or in person to resolve software and hardware issues, ensuring smooth operations. The specialist will also work to improve operating procedures, reduce costs and inefficiencies, and enhance performance.

Key Responsibilities

• Log all relevant incident and service request details, including categorization and prioritization codes.
• Resolve incidents and service requests upon initial contact whenever possible.
• Escalate incidents and service requests that cannot be resolved within agreed timescales.
• Close all resolved incidents, requests, and other calls.
• Conduct customer/user satisfaction call-backs and surveys as agreed.
• Track time spent on solving issues and collaborate with stakeholders to document processes effectively.
• Ensure that appropriate infrastructure elements, such as documents, policies, manuals, and periodicals, are up to date and readily available.
• Record requirement traceability and implementation status.
• Contribute to the development of test plans and scripts, and perform test execution as required.
• Provide knowledge transfer to others within DSD and to other stakeholders when necessary.
• Support and guide users as needed, assisting with procedural or minor technical problems.
• Execute day-to-day operations related to assigned digital channels, including system sustainability, channel performance, and quality.
• Work closely with the marketing team to plan and execute campaigns for assigned digital channels.
• Assist in the overall delivery of the assigned Digital channel portfolio, as defined by the digital roadmap and required standards.
• Help ensure alignment and synergy between project delivery planning and the achievement of defined KPIs.
• Work closely with the scrum master and Agile team, adhering to Agile standards and methodology.
• Adhere to the architectural design and principles of the enterprise.

Experience and Qualifications

Candidates should possess 2-5 years of relevant experience in digital channels or IT support roles. The role requires the ability to identify goals, develop best practices, and analyze current processes for continuous improvement.

Required Skills

• Strong problem-solving skills for software and hardware issues.
• Ability to track tickets efficiently and identify recurring issues.
• Excellent communication skills for interacting with users across various channels.
• Proficiency in documenting processes and ensuring information is up to date.
• Familiarity with Agile standards and methodologies.

Work Environment

This is a full-time position based in Jeddah, requiring collaboration with various internal teams, including marketing, scrum masters, and other stakeholders within DSD.

Application Process

Interested candidates are encouraged to apply for this role to contribute to the digital channel operations and strategic initiatives at Zahid Tractor.