TECHNICIAN CUSTOMER SERVICE

About the Role

alfanar Group is seeking a TECHNICIAN, CUSTOMER SERVICE to join their team in Riyadh. This full-time position involves assisting customers with technical issues, providing timely support, and ensuring a high standard of service quality. The role requires 2-5 years of relevant experience.

Role Purpose

The primary purpose of this role is to assist in resolving customer issues, deliver technical support efficiently, and maintain service quality. The technician will also be responsible for staying current with product knowledge and accurately documenting customer interactions to contribute to overall customer satisfaction.

Key Responsibilities

• Assist in troubleshooting and resolving customer issues, ensuring timely and efficient case handling.
• Engage with customers to understand their technical concerns, providing direct support or escalating issues as necessary.
• Ensure service delivery meets company standards by adhering to established guidelines and processes, with a focus on continuous improvement.
• Accurately record all customer interactions, including troubleshooting steps, resolutions, and feedback, to maintain comprehensive case histories.
• Stay informed about product updates and technical changes to provide effective support and learn new tools and technologies to enhance service quality.

Accountability Areas

• Issue Resolution
• Customer Interaction
• Quality Assurance
• Documentation
• Product Knowledge
• HR Proficiency
• Delivery
• Problem-Solving
• Business Process
• Compliance

Qualifications and Experience

• A minimum of 2 to 5 years of experience in a relevant field.
• Demonstrated ability to troubleshoot and resolve technical issues.
• Strong customer engagement and communication skills.
• Proficiency in maintaining accurate records and documentation.
• A commitment to continuous learning regarding product updates and new technologies.

Application Process

Interested candidates are encouraged to apply for this full-time position in Riyadh. Salary details will be discussed during the interview process.