The Technical Support Representative will play a crucial role in providing technical assistance and support to customers with a primary focus on technical and billing inquiries. This role involves troubleshooting. Technical issues, ensuring customer satisfaction, and effectively communicating with both technical and non-technical customers.

Responsibilities:

• Serve as the primary point of contact between the company and its customers, delivering exceptional service through various communication channels including voice calls, chat, email, and others.
  
• Record and document customer inquiries and complaints accurately and thoroughly.
  
• Utilize a combination of technical expertise and problem-solving skills to guide customers through diagnostic and troubleshooting procedures, resolving issues efficiently.
  
• Document all relevant information about customer inquiries and complaints, including root causes and resolutions.
  
• Collaborate with other teams to escalate and resolve complex customer issues as needed, ensuring timely resolution and customer satisfaction.
  
• Proactively communicate with customers to provide updates on issue resolution progress and gather any additional information required.
  
• Stay updated on industry trends and technological advancements to continuously improve service delivery.
  
  

Requirements

• Bachelor’s degree in a relevant field or equivalent work experience.
  
• Relevant certifications in customer support or technical fields is a must. (e.g.CCNA)​
  
• Exceptional verbal and written communication skills in English, with the ability to articulate technical concepts clearly and effectively.
  
• Strong interpersonal skills and a customer-centric approach, with the ability to maintain professionalism and a positive attitude in all interactions.
  
• Proficiency in explaining technical issues to both technical and non-technical audiences.
  
• Analytical mindset with strong problem-solving abilities, capable of diagnosing and resolving technical issues efficiently.
  
• Familiarity with a range of computer hardware and software, with the ability to quickly learn and adapt to new technologies.
  
• Thorough understanding of internet technologies and applications, including troubleshooting methods.
  
• Experience with trouble ticketing systems and the role of customer care agent is a must.
  
• Preferable Cairo Residents.
  
• Open to work Egypt’s New Administrative Capital