Technical Support Specialist

Roles and responsibilities

• This is a full-time on-site role for a Technical Support Specialist CSR located in Cairo, Egypt. The Technical Support Specialist CSR will be responsible for handling customer support inquiries, ensuring customer satisfaction, maintaining phone etiquette, and enhancing the overall customer experience.

  Requirements

  Graduates are welcome to apply.
  Fluency in English is a must (B2/C1)

  
  Benefits

  Net salary is up 14K NET including KPIs. You will receive your KPIs in euro equivalent paid in Egyptian pounds.
  Transportation provided 24/7 all over Cairo and Giza. (door to door transportation provided for ladies for on back trips).
  Paid Training.
  Social insurance.
  Medical Insurance Coverage up to 400K
  Overnight allowance up to 1000 EGP.
  Salaries increase after 6 months.
  Career path and promotions after 6 months.
  Learning and Development Programs.
  Discounts in many shopping stores.
  VPN allowance.
  GYM access.

• Escalation: Identify when issues need to be escalated to higher-level support or specialized teams, ensuring seamless handoff and follow-up.
• Collaboration: Work closely with IT teams and departments to implement solutions and improvements.

• Training and Development

• User Training: Conduct training sessions or create documentation to help users understand and utilize technology effectively.
• Continuous Learning: Stay updated on the latest technologies, tools, and industry best practices to enhance support capabilities.
• KPI Achievement: Meet or exceed key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
• Feedback Implementation: Actively seek feedback from users to improve service quality and user experience.

• Personal Attributes

• Attention to Detail: Strong focus on accuracy and thoroughness in troubleshooting and documentation.
• Adaptability: Ability to adjust to changing technologies and user needs in a dynamic environment.
• Team Player: Collaborative attitude and willingness to assist colleagues and share knowledge.

• Performance Metrics

Desired candidate profile

• Industry Knowledge: Familiarity with the specific technologies or products relevant to the organization (e.g., software applications, hardware systems).

Technical Skills

• Troubleshooting: Strong skills in diagnosing and resolving technical issues, both hardware and software-related.
• Software Proficiency: Proficiency in common operating systems (Windows, macOS, Linux) and software applications; familiarity with remote support tools is a plus.
• Networking Knowledge: Basic understanding of networking concepts, including TCP/IP, DNS, and VPNs.

Soft Skills

• Communication: Excellent verbal and written communication skills for effectively interacting with users and providing clear instructions.
• Customer Service: Strong customer service orientation with a focus on understanding user needs and delivering timely solutions.
• Problem-Solving: Ability to think critically and creatively to resolve technical issues efficiently.

Responsibilities

• User Support: Provide first-level support to users via phone, email, or chat, addressing technical inquiries and issues.
• Troubleshooting: Diagnose problems and guide users through step-by-step solutions, ensuring issues are resolved to user satisfaction.
• Documentation: Maintain accurate records of support interactions, issue resolutions, and system changes in a ticketing system.

Coordination

• Escalation: Identify when issues need to be escalated to higher-level support or specialized teams, ensuring seamless handoff and follow-up.
• Collaboration: Work closely with IT teams and departments to implement solutions and improvements.

Training and Development

• User Training: Conduct training sessions or create documentation to help users understand and utilize technology effectively.
• Continuous Learning: Stay updated on the latest technologies, tools, and industry best practices to enhance support capabilities.

Performance Metrics

• KPI Achievement: Meet or exceed key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
• Feedback Implementation: Actively seek feedback from users to improve service quality and user experience.

Personal Attributes

• Attention to Detail: Strong focus on accuracy and thoroughness in troubleshooting and documentation.
• Adaptability: Ability to adjust to changing technologies and user needs in a dynamic environment.
• Team Player: Collaborative attitude and willingness to assist colleagues and share knowledge.