15/12/2023
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 resolution
Key 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:
• Bachelor's 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.
Interested candidates can share their updated resumes at
[email protected]
The ERP system integrates varied organizational systems error-free transactions and production, thereby enhancing the efficiency.
