About GeniusTags
GeniusTags is a software solutions company that was founded by entrepreneurs with a long experience in the IT and humanitarian sectors. GeniusTags aims to increase the effectiveness and efficiency of the public sector by providing innovative technology and software solutions.
GeniusTags has several products which add a great amount of value and quality to the work and services of humanitarian and other public organizations.
We are looking for a competent Help desk to provide fast and useful assistance to GeniusTags’clients. This position will be working on shift bases to cover the client’s project’s assistance requirement. Please follow the link for further information and to submit your application before 6/11/2022 Responsibilities:
- Serve as a point of contact for customers seeking assistance over various communication tools (skype,WhatsApp, email,…)
- Provides support to internal and external users by researching and answering questions and troubleshooting problems.
- Provides answers to users by identifying problems, researching answers, and guiding clients through corrective steps.
- Redirect unresolved issues to the next level of support personnel
- Record events and problems and their resolution in logs
- Follow-up and update cases status and information
- Coordinate with the user to conduct the needed installation, application updates or problem-solving
- Provide excellent service and user experience, with an awareness of prioritization of tasks, stakeholders, and time
- Improves client references by writing and maintaining documentation
- Accommodates client disabilities by remotely accessing hardware or software for clients to make changes to identify and fix problems
- Avoids legal challenges by monitoring compliance with service-level agreements
Requirements:
- Proven experience in a help desk or other customer support role
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Arabic and English are required, Turkish or French is preferable
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science, or relevant field /courses is preferable
