Role Description The Customer Support Specialist is a full-time, on-site role based in Qesm El Sheikh Zaid. This role is responsible for delivering exceptional customer service by handling customer inquiries, resolving technical and service-related issues, and ensuring a seamless customer experience. The role requires experience working within Telecom or SaaS environments, utilizing Zoho Ticket Management, and collaborating with cross-functional teams to achieve high customer satisfaction.
RESPONSIBILITIES :
- Respond promptly to customer inquiries through email, chat, phone, and ticketing systems.
- Manage, prioritize, and resolve customer requests using Zoho Desk (Ticket Management System) while meeting defined SLAs.
- Troubleshoot product, service, and account-related issues, escalating complex cases when necessary.
- Provide technical and functional support for SaaS products and telecom services.
- Monitor ticket queues to ensure timely resolution and proper follow-up with customers.
- Maintain accurate documentation of customer interactions, resolutions, and knowledge base articles.
- Collaborate with Product, Technical Support, Engineering, and Sales teams to resolve customer issues efficiently.
- Identify recurring customer issues and recommend process improvements.
- Educate customers on product features, best practices, and self-service resources.
- Ensure high customer satisfaction by delivering professional, empathetic, and solution-oriented support.
- Contribute to continuous improvement initiatives and customer experience enhancement.
Qualifications
- Bachelor's degree in Business Administration, Information Systems, or a related field.
- 1-3 years of experience in Customer Support within SaaS or Telecom companies.
- Hands-on experience with ticket management platforms.
- Strong understanding of ticket lifecycle management and SLA compliance.
- Experience supporting software products or telecommunications services.
- Excellent verbal and written communication skills in English.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced, customer-focused environment.
- Proficiency in Microsoft Office and CRM systems.
