Technical Support Agent
Heliopolis, Cairo
Technical Support Agent
Heliopolis, CairoPosted 17 minutes ago1 open position
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Job Description
- Handle incoming customer requests via phone, email, or chat
- Log detailed support tickets in the internal ticketing system
- Assign tickets to the appropriate technical team members based on issue type and priority
- Monitor ticket progress and follow up internally to ensure timely resolution
- Communicate updates and resolutions clearly and professionally to clients
- Ensure accurate documentation of all client interactions and support steps
- Escalate unresolved or high-impact issues when necessary
- Collaborate with tech, implementation, and customer success teams
- Maintain high standards of client satisfaction and service professionalism
- Contribute to FAQs, internal documentation, and process improvements
Job Requirements
- 2–4 years of experience in technical support, customer service, or helpdesk roles
- Very good to excellent English communication skills (spoken and written)
- Strong organizational and multitasking abilities
- High attention to detail and problem-solving mindset
- Familiarity with helpdesk/ticketing systems (e.g., Freshdesk, Jira, Zoho Desk) is a plus
- Basic understanding of software-related workflows and issues
- Bachelor’s degree in Computer Science, Information Systems, Business, or a related field
