Level 1 Support Engineer (Fluent in Arabic and English)

About the Job: As a Level 1 Support Engineer, you will act as the first line of communication for customer inquiries, providing support through phone, email, and support tickets. Your primary responsibilities will include guiding customers through basic troubleshooting, identifying and resolving technical issues, and ensuring high levels of customer satisfaction. You will also collaborate with the Level 2 technical team for escalated issues and contribute to creating valuable resources like FAQs and troubleshooting guides. This role requires fluency in both Arabic and English, as well as a passion for helping others and improving their experience.

Key Responsibilities:

• Customer Support:

  • Act as the first line of communication for customer inquiries via phone, email, and support tickets.
  • Provide clear and professional responses to customer questions regarding products or services.
  • Guide customers through basic troubleshooting steps for technical issues.
  • Document customer interactions, issues, and resolutions accurately in the support system.

• Technical Support:

  • Identify and resolve simple technical issues such as login problems and configuration issues.
  • Assist customers in understanding product features, system functionality, and usage guidelines.
  • Diagnose technical problems using knowledge of company products, systems, and services.
  • Troubleshoot connectivity or software problems and provide basic fixes or workarounds.

• Escalation Management:

  • Identify issues that require more advanced technical knowledge and escalate tickets to Level 2 support (L2).
  • Ensure that escalated tickets are detailed with clear descriptions, steps taken, and relevant customer information.

• Customer Satisfaction:

  • Follow up with customers as needed to ensure their issues are resolved or to provide additional support.
  • Maintain a positive and empathetic attitude while managing customer expectations.
  • Ensure timely closure of support tickets and provide customers with updates on ticket status.

• Collaboration:

  • Work closely with the L2 technical team and other departments to ensure smooth hand-offs of customer tickets.
  • Contribute to the creation of FAQs, knowledge bases, and troubleshooting guides for customers.

This position is full-time and based on-site in Dubai, United Arab Emirates. IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide.