Key Responsibilities:

Acknowledge receipt of support tickets and client calls promptly, ensuring timely responses in line with SLA requirements.
Review and validate ticket information, ensuring all necessary details are provided and that 1st level client support steps have been taken.
Ensure tickets are correctly classified and prioritized within the Jira system based on the nature of the issue.
Escalate tickets to the 2nd level support team when necessary, following predefined guidelines.
Monitor open tickets to ensure progress is being made and escalate delays when needed.
Maintain accurate documentation of all interactions and updates within the Jira system.
Follow a provided response guide to ensure consistent communication and troubleshooting inquiries with clients.
Handle occasional client calls during the shift, ensuring issues are logged and directed appropriately.
Collaborate with the broader support team to ensure smooth handovers between shifts and proper ticket tracking.
Ensure all activities comply with the company’s service delivery processes and quality standards.

Requirements:

Bachelor’s degree preferred (any field).
Strong command of English (B2 Level).
Previous experience in customer support, service coordination, or call center roles is an advantage.
Strong organizational and time-management skills to meet tight response deadlines.
Excellent communication skills—both written and verbal.
Ability to work in a fast-paced environment and manage multiple tickets simultaneously.
Strong attention to detail and ability to follow structured processes.
Customer-first mindset with a proactive approach to problem-solving.
Ability to remain calm under pressure and deliver consistent performance.
Familiarity with Jira or other ticketing systems is a plus (training will be provided).

ملخص الوظيفة

Application Support Coordinator