Support Analyst (English & Arabic)

About the role

The Support Analyst will deliver Level 1 remote desktop assistance to customers in Chennai, handling hardware, software and network issues in both English and Arabic. The role focuses on meeting SLA targets, maintaining high service quality, and contributing to a positive customer experience.

Responsibilities

• Diagnose and resolve hardware, software and network problems via phone, email or chat in Arabic and English while adhering to SLA limits.
• Maintain voice and accent standards, follow quality monitoring and comply with regulatory and company policies.
• Achieve first‑call resolution, keep average handling time low, and reduce ticket reopens.
• Stay logged into support systems to ensure prompt assistance and high availability.
• Accurately update work logs, follow shift and escalation procedures, and route complex cases to higher‑level support.
• Contribute to knowledge‑base updates and pursue self‑development to enhance technical skills.

Eligibility

• Fluent in Arabic and English for effective communication.
• Basic knowledge of Windows operating systems and troubleshooting techniques.
• Familiarity with remote‑desktop tools and ticketing systems.
• Strong problem‑solving ability and a customer‑centric mindset.
• Ability to follow structured processes and standards.
• ITIL Foundation certification is optional but advantageous.

Skills

• Windows OS troubleshooting
• Remote desktop support tools
• Ticketing system usage
• Arabic language proficiency
• English language proficiency
• Problem‑solving and customer service

Benefits