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Technical Support Specialist

Cairo, Egypt
Posted 2 months ago
67Applicants for1 open position
  • 1Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

As a Technical Support Specialist , you will play a crucial role in ensuring the smooth operation and optimal performance of our software solutions for our clients. This role involves providing technical assistance to customers, resolving issues promptly, and maintaining a high level of customer satisfaction. The Technical Support Specialist will be responsible for handling a wide range of technical inquiries, troubleshooting problems, and collaborating with cross-functional teams to deliver exceptional customer service.

Job Responsibilities:

  • Serve as the primary point of contact for clients' technical inquiries and issues. 
  • Respond to customer inquiries and technical issues via Chat, phone, or other communication channels. 
  • Utilize CRM to meticulously manage and prioritize support requests, ensuring efficient and effective problem resolution. 
  • Diagnose and troubleshoot software and hardware issues related to the ERP system. 
  • Provide clear and concise instructions to customers on issue resolution and software usage. 
  • Articulate resolution details in a clear and concise manner, ensuring clients fully understand the steps taken to address their concerns. 
  • Analyze and investigate complex technical problems reported by customers. 
  • Collaborate seamlessly with internal teams, including developers and system administrators, and customer success operations team, to deliver comprehensive technical solutions. 
  • Escalate issues to higher tiers of support when necessary and follow up on the resolution. 
  • Initiate follow-up communications promptly after the reported issue has been addressed to confirm resolution and gather client feedback. 
  • Adhere to SLAs for response and resolution times, ensuring timely support to meet client expectations. 
  • Participate in quality assurance activities, including testing new software releases and providing feedback to improve product reliability. 
  • Document and track software defects, working closely with developers to resolve them.  
  • Create and maintain detailed documentation for common technical issues and solutions. 
  • Contribute to the knowledge base to facilitate self-service for customers.

Job Requirements

Education:

  • Bachelor’s degree in Accounting or a related field.

Experiences : 

  • Minimum of 3 years of experience as an Accountant.
  • SaaS industry experience is a must 

 Requirement:

  •  Articulate ideas, collaborate seamlessly, and navigate interpersonal dynamics.
  • Identify and resolve complex challenges with a strong analytical mindset.
  • Thrive in a team-oriented environment, fostering cooperation and shared success.
  • Navigate interpersonal dynamics with empathy and understanding.
  • Efficiently organize and prioritize tasks to meet deadlines.
  • Demonstrate eagerness to acquire new skills and stay updated on industry trends.
  • Devote attention to understanding and addressing client needs professionally.
  • Meticulously ensure accuracy and precision in all tasks.
  • Take ownership of responsibilities and deliver results with commitment.
  • Possess expertise in programming languages, frontend technologies, software testing, and relevant industry tools (e.g., CRM, Microsoft Suite).

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