Senior Information and Support Center Agent at AUIB

, , Iraq -

Full Time

Start Date

Immediate

Expiry Date

04 Apr, 26

Salary

0.0

Posted On

04 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Microsoft Office Suite, Computer Hardware, Computer Software, Troubleshooting, Communication Skills, CRM Systems, Bilingual, Problem-Solving

Industry

Description

Position Summary: AUIB is seeking a highly experienced Senior Information and Support Center Agent to support and enhance its mission of delivering exceptional customer satisfaction and experience. In this critical role, the Senior ISC Agent will lead the handling of complex inquiries, provide expert guidance, resolve escalated issues, ensure proper escalation when required, and oversee efficient follow-up processes while supporting and mentoring ISC team members. Key Responsibilities: 1. Manage and Oversee External Communications – Handle and oversee external calls, emails, and digital inquiries from prospective students, parents, job seekers, and other stakeholders, providing accurate, comprehensive guidance on academic programs, course offerings, tuition fees, admissions requirements, and university procedures. Support the team in managing complex or sensitive inquiries. 2. Coordinate Internal Student Support – Manage and monitor internal calls and emails from current students, ensuring timely follow-up, resolution of inquiries, and consistent service standards across the ISC team. 3. Ensure Effective Request Resolution – Take ownership of end-user and student requests, ensuring inquiries are properly addressed and coordinated with the appropriate offices or personnel, particularly for escalated or high-priority cases. 4. Lead Issue Diagnosis and Escalation – Accurately diagnose operational and technical issues, resolve them where possible, and ensure unresolved cases are escalated to the appropriate next level of support with clear documentation and follow-up. 5. Provide Advanced Technical Guidance – Guide users and junior agents through IT and system-related troubleshooting processes, ensuring efficient resolution while promoting knowledge sharing and best practices within the team. Ideal Candidate Profile: 1. Advanced proficiency in Microsoft Office Suite. 2. strong working knowledge of computer hardware and software, including desktops, laptops, printers, and Windows-based applications, with the ability to troubleshoot and guide junior agents. 3. Exceptional written and verbal communication skills. 4. Proven experience using CRM systems. 5. Bilingual in Arabic and English; other language is a plus. Education and Experience: • Required Education: Bachelor’s degree in computer science, Business administration, or a related discipline • Years of Relevant Experience: 3 Years • Specific Skills or Expertise: Excellent communication skills • Additional Certifications: N/A • Personal Attributes: Problem-solving ability

Responsibilities

The Senior ISC Agent will manage external communications, handle inquiries from various stakeholders, and ensure effective resolution of requests. They will also lead issue diagnosis and provide technical guidance to junior agents.