Technical Support Agent
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Job Details
Skills And Tools:
Job Description
Zoho Corporation is a leading technology company with over 9000+ employees worldwide with customers in over 180+ countries. With more than 60+ million business users around the globe, Zoho is the operating system for business - a single online software platform capable of running an entire business on cloud. We are one of the world's most prolific software companies having build 45+ applications in nearly every major business category, including sales, marketing, customer support, accounting and back office operations, and an array of productivity and collaboration tools.
Successful candidates must be native Arabic speakers and reside in Cairo working in the same or similar field for a minimum of 2 years. Please apply only if you meet these criteria.
Office Location: Cairo, The 5th Settlement
Responsibilities:
- Take ownership of customer issues and see problems through to resolution.
- Deliver voice, email and chat-based technical support to a wide range of customers.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues.
- Prepare accurate and timely reports.
- Document information in the form of knowledge base, tech notes and articles.
- Work with the technical lead assigned to the business area, define design solutions across all system components, and identify all configurations and build tasks.
Follow the SLA for issues with respect to the severity.
Job Requirements
- Bachelors in CS, CE, IT, CIS or equivalent.
- Having a minimum of 2 years or more experience in client-facing role.
- Proven working experience in enterprise technical support, IT support or as a technical engineer.
- Strong problem-solving skills.
- Excellent client-facing skills.
- Keen to learn new technologies.
- Excellent written and verbal communication skills.
- Native Arabic and Fluent In English.
- Apply if you love technology, solving problems, interacting with people, and you want to build a solid career in Egypt working for one of the global leaders of technology.
- You must be energetic, a self-starter, eager to learn and improve, and in for the long run.
