English Technical Support | South Africa Account

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The organization specializes in delivering customized, high-value outsourcing solutions that address each customer's unique business needs and help them focus on their core operations. With a strong emphasis on global coverage, cultural understanding, and industry best practices, ETISAL International is committed to first-class quality and innovative service. The company values human capital, invests in advanced technologies, and continuously enhances management and operational standards. Transparency, flexibility, integrity, and a passion for exceeding client expectations are central to its culture.
Role Description This is a full-time, on-site English Technical Support role for the South Africa account, based in Qesm El Maadi. The role involves providing technical assistance and troubleshooting support in English to customers, ensuring issues are resolved efficiently and accurately. Daily tasks include responding to inquiries via phone, email, or chat, guiding customers through technical steps, documenting cases, and escalating complex issues when needed. The role also requires clear communication of solutions, adherence to service level agreements, and collaboration with team members and supervisors to improve processes. Maintaining a customer-focused mindset and delivering professional, courteous service in every interaction is essential.
Qualifications

• Strong English communication skills, including clear verbal and written interaction, and the ability to explain technical concepts in an accessible way.
• Experience in Customer Service and technical support, with a focus on troubleshooting, problem-solving, and managing customer inquiries professionally.
• Background in English Teaching or Training, with the ability to guide customers and share knowledge effectively.
• Translation skills in English and another language are an advantage, especially for supporting diverse customer groups.
• Comfort working in an on-site, fast-paced contact center or BPO environment and meeting performance targets.
• Strong analytical and multitasking abilities, attention to detail, and reliability in following procedures.
• Proficiency with computer systems, CRM tools, and common software applications; technical aptitude to learn new platforms quickly.
• Relevant diploma or degree is preferred; prior experience in international accounts or telecom/IT sectors is a plus.