Job Description
Ecomz is seeking a Help Desk Officer who will be working with a team of technical professionals to enhance its advanced ecommerce management platform.
About
As a Help Desk Officer, you will have hands-on experience in assisting a team of tech support specialists in a dynamic fast-paced environment. You will be collaborating with a team of help desk support experts, product specialists, and quality assurance analysts to ensure a fast deliverance of top-notch customer service to our merchants!
Responsibilities and Duties
- Manage technical support related operations and coordinate with our help desk support to ensure that complaints and tickets are always conveyed to the relevant department and solved in the shortest amount of time
- Gather the merchants' feedback about the solution provided and allow room for enhancement if the solution was not satisfactory
- Ensure the help desk support team is available 24/7 and that merchants are receiving helpful responses and adequate solutions
- Review and enhance the chat scripts (chat shortcuts)
- Research new ways to enhance the chat support including using AI, robots, and automation
- Assist other departments within the company if needed
- Advise and recommend changes to products after listening to what the customer might need
- Learn how to prioritize problems as they come in and sort them from high to low priority and assign them to the help desk support members and the relevant departments
- Assist in ideating and creating content for the help desk support community and forums
- Maintain logs of all ongoing and resolved complaints are documented and accessible at any time for future reference
Requirements
- A Bachelor's Degree program in a related field
- Strong written and verbal communications skills in the English and Arabic languages
- A friendly manner and customer support driven approach
- A high level of professionalism and a calm and cool-headed attitude
- An ability to communicate and collaborate effectively
- An interest in the tech world and familiarity with different technologies and platforms
About Ecomz
Ecomz is an award-winning ecommerce platform that allows merchants to create their dream store, manage it like a pro, grow it better and faster. It is the only solution that offers the ultimate shopping experience to customers thanks to an AI recommendation engine, a suite of advanced marketing apps, and innovative multi-channel capabilities.
Company Profile
Ecomz is an award-winning ecommerce platform that allows merchants to create their dream store, manage it like a pro, grow it better and faster. It is the only solution that offers the ultimate shopping experience to customers thanks to an AI recommendation engine, a suite of advanced marketing apps, and innovative multi-channel capabilities.