Help Desk Officer

General Information

Job Type:
Information Technology
Date Posted:
Dec 06, 2021
Employee Type:
Full-Time Employee


Job Overview

Ecomz is seeking a Help Desk Officer who will be working with a team of technical professionals to enhance its advanced ecommerce management platform.

Responsibilities and Duties

- Assist the help desk support to ensure that complaints and tickets are always conveyed to the relevant department and solved in the shortest amount of time
- Gather the merchants feedback about the solution provided and allow room for enhancement if the solution was not satisfactory
- Ensure the help desk support team is available 24/7 and that merchants are receiving helpful responses and adequate solutions
- Review and enhance the chat scripts (chat shortcuts)
- Research new ways to enhance the chat support including using AI, robots, and automation
- Assist other departments within the company if needed
- Advise and recommend changes to products after listening to what the customer might need
- Learn how to prioritize problems as they come in and sort them from high to low priority and assign them to the help desk support members and the relevant departments
- Assist in ideating and creating content for the help desk support community and forums
- Maintain logs of all ongoing and resolved complaints are documented and accessible at any time for future reference


- Currently enrolled in a Bachelor's Degree program in a related field
- Strong written and verbal communications skills in the English and Arabic languages
- A friendly manner and a customer support driven approach
- A high level of professionalism and a calm and cool headed attitude
- An ability to communicate and collaborate effectively
- An interest in the tech world and familiarity with different technologies and platforms

Company Profile