| Job Location | Riyadh, Saudi Arabia |
| Education | Bachelor's degree / higher diploma |
| Salary | $500 - $1,000 |
| Industry | Call Centers & Customer Care Outsourcing |
| Functional Area | Not Mentioned |
Noha Alwosta is hiring for Support Analyst - Customer Complaint Management for Riyadh, Saudi Arabia.Position Summary: The ideal candidates will play a critical role in categorizing, routing, and analyzing tickets within the CRM and ITSM systems to enhance efficiency and resolutionKey Responsibilities:Ticket Categorization and Routing:?Accurately categorize incoming customer complaints or tickets logged in Microsoft Dynamics CRM and Service Now ITSM.?Efficiently route tickets to the respective departments or teams based on predefined criteria and workflows.Quality Assurance and Monitoring:?Conduct regular quality checks on ticket handling to ensure adherence to defined processes and protocols.?Monitor ticket flow, escalation patterns, and resolution times, identifying any anomalies or bottlenecks.Data Collection and Analysis:?Gather relevant data and insights on ticketing trends, common issues, and escalations for analysis during the engagement.?Provide detailed reports and analysis on ticket handling metrics and performance.Collaboration and Communication:?Collaborate effectively with internal teams and stakeholders to facilitate smooth ticket routing and resolution.?Maintain clear and concise communication channels to ensure efficient information flow.Process Improvement and Suggestions:?Identify opportunities for process improvement or system enhancements based on observed patterns and challenges.?Proactively suggest improvements to streamline ticket handling and customer complaint resolution.Qualifications and Skills:?Bachelors degree in Computer Science, Information Technology, or related field.?1-2 years of experience in a support analyst or similar role, preferably in ticket management or customer service.?Proficiency in using Microsoft Dynamics CRM and Service Now ITSM or similar ticketing systems.?Strong analytical skills with the ability to interpret data and generate insights.?Excellent communication skills and the ability to work collaboratively within a team.?Native Arabic and conversant English language skills are a must.
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