- Provide 1st level support for French or Spanish speaking customers. English also required- Respond to user requests by telephone/email/chat/Service Management tool (Global Service Now) in a skilled manner, to ensure users receive a timely service and Service Levels are met- Obtain initial call information and create service records in Service Management tool- To maintain balance between the qualitative and quantitative aspects of own work- Ability to plan, schedule and monitor own work within a limited time horizon- To improve own performance in a rapidly changing environment (constantly increasing complexity and volume of tasks, necessity of continuous training)- Carrying out “FCR” (First Call Resolution)



on Incident tickets following the agreed work instructions.- Within the operating guidelines decides which Incident tickets to escalate- Monitor progress of requests for support and ensures users and other interested parties are kept informed.- Translates spoken and written requests from one language into another.- To prioritize user requests considering the business impact and ensure agreed Service Levels are met- Monitor progress of requests for support and ensures users and other interested parties are kept informed- To update databases with changes and status of each service request, according to agreed standards- Follow procedures for escalation and urgent requests.- Ensures all work is carried out and documented in accordance with required standards, methods and procedures- Help users via first line technical support, troubleshoot computer/ application/ related IT problems.

📌 Arabic Linguist (Tendun)
🏢 Aarcalev Technology Solutions
📍 Tendun