Customer Support Specialist

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.