Technical Support Specialist

4 weeks ago


مصر, Egypt Rewaa Full time

**Job Purpose**

As a Technical Support Specialist, you will play a crucial role in providing exceptional technical support and assistance to our customers. You will be responsible for troubleshooting software issues, resolving customer inquiries, and ensuring a positive customer experience. This role requires a strong technical background, excellent communication skills, and a customer-centric approach.

**Key Accountabilities**
- Provides technical training, instruction, and assistance to maintenance personnel; makes work assignments.
- Provide assistance and instructions to help problems.
- Developing and updating methods of communication and quick responses with the client.
- Generate regular reports on customer inquiries, issue trends, and support metrics to identify areas for improvement.
- Alert team members of trending issues and share new-found knowledge as applicable.
- Test and evaluate new hardware.
- Managing multiple cases at one time.
- Assist management in creating training materials pertaining to computer troubleshooting and usage.
- Reviewing recordings and team conversations, correcting errors, and responding to inquiries
- Performs other related duties as required.

**Requirements and Qualifications**
- A university degree in computer science or network engineering is required.
- Proficiency in point of sale (POS) systems.
- 6 months experience technical support role, preferably in a SaaS or software company.
- Strong interpersonal and communication skills.
- Customer-service skills.
- Strong issue analysis skills and extensive experience in investigation of technical issues.
- Working knowledge of CRMs and Knowledge systems - any major CRM or Knowledge system JIRA.
- A strong sense of empathy with customers trying to use our products.
- Ability to work independently, with others in a diverse team environment.

**Competencies**
- Dynamic Learning Mindset (L1)
- Teamwork and Collaboration (L1)
- Communication (L1)
- Organizational Awareness (L1)
- Problem Solving and Decision Making (L1)
- Creativity and Innovation (L1)
- Customer Focus & Service (L1)
- General Evaluation & Feedback (L1)

**Work Environment**
- This can be an office or remote job.

**Compensation and Benefits**
- Competitive monthly salary.
- Stock Option Plan.
- 21 working days annual vacation.
- Rewaa is a fast-growing company with great opportunities to develop



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