Help Desk Representative

1 week ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Gait Apple Premium Reseller is looking for a dedicated and knowledgeable Help Desk Specialist to join our team. As an Apple Premium Reseller, we provide exceptional service to our customers, offering a wide range of Apple products and accessories. The Help Desk Specialist will play a crucial role in providing technical support and assistance to our customers, ensuring their Apple devices and software function smoothly. This position requires a passion for Apple products, excellent communication skills, and the ability to troubleshoot and resolve technical issues efficiently.

Responsibilities
  1. Provide support for all IOS devices, professionally engaging customers.
  2. Connect customers with technicians, understand their requirements, and share repair guidelines and policies.
  3. Guide customers to optimal solutions, create job cards, and deliver devices.
  4. Answer service center calls, diagnose devices, estimate repairs, and troubleshoot software issues.
  5. Discover and address customer needs, providing technical support and accurate information.
  6. Serve as the first point of contact for technical assistance, escalating unresolved issues as needed.
  7. Follow up with customers, ensuring prompt, courteous, and effective service.
  8. Prioritize services, communicate completion times and expenses, and document issues accurately.
  9. Translate customer-reported problems into actionable work orders for technicians.
  10. Ensure services meet quality standards, invoice customers, and resolve complaints.
  11. Maintain customer records, respond to support queries, and diagnose software and hardware issues.
  12. Inform customers of service changes and device readiness, consult technicians on repairs, and offer cost-saving alternatives.
  13. Greet and direct customers to technicians as needed.
Qualifications and RequirementsEducation:

High school diploma or equivalent.

Communication Skills:

Good verbal and written communication skills in the local language. Basic proficiency in English or other languages may be beneficial.

Basic Computer Skills:

Familiarity with using computers for order processing, email, and basic software applications.

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