• Handle inbound and outbound customer calls.

• Respond to customer emails and approved digital channels.

• Identify and understand customer issues.

• Perform first-level troubleshooting.

• Create and update incidents/service requests in BMC Helix.

• Categorize and prioritize tickets correctly.

• Follow approved troubleshooting procedures and knowledge articles.

• Escalate unresolved issues to appropriate support groups.

• Maintain accurate ticket documentation.

• Follow call scripts and security procedures.

• Meet individual and team SLA/KPI targets.

• Maintain professional customer communication.

• Participate in training, quality monitoring, and knowledge sessions.

• Support shift operations including 8x5, 16x5 and 24x7 coverage as required.

Desired Candidate Profile

1. Education: Diploma or bachelor’s degree preferred; IT, Computer Science, Business, Communications, or related field

2. Experience: 1–2 years minimum in Helpdesk, Call Center, Customer Service or Technical Support

3. English: Good written and spoken English

4. Arabic: Excellent Arabic communication — essential for end-user support

5. Computer Skills: Strong Windows, MS Office, browser, and general troubleshooting skills

6. Customer Service: Strong customer-facing and telephone etiquette

7. ITSM: Basic understanding of Incident, Request, SLA, and Escalation concepts

8. Ticketing: Experience with ITSM/ticketing systems preferred

9. Typing: Good typing speed and accurate data entry

10. Shift Work: Must be willing to work 8x5, 16x5 and eventually 24x7 shifts

11. Security: Able to follow confidentiality, access-control, and information-security procedures