Support Specialist

2 weeks ago

مصر, Egypt Envision Employment Solutions Full time

**_Ready and hungry for a new adventure? You are definitely in the right place _**We at
**Envision Employment Solutions** are always on the look for top talents around the globe and matching them with our partners' hiring needs, to help them build and scale
- Our partners offer awesome work environment, competitive salaries, full benefits, and many others.**Our Hiring Process**:
**3. **During the call we will go through your resume and discuss the opportunities we have for you in details. We would love to learn a little bit about you, about your work experience and your career's goal. We will also be able to answer any questions you might have.

**Please feel free to share our career site with any of your colleagues or anyone you know that might be looking for a job**:

- ____________________________________________________

**Envision Employment Solutions** is currently on the look for
**Support Specialist **for one of our partners, a very well-known Company.

**Job Summary**:
Our partner is on the look for an Engineering Manager will be responsible for providing support to users via telephone and electronic communication.S/he will acknowledgeand support product onboarding questions and issues encountered. S/he must hold expertise in software support, customer service and community engagement. As an integrative member of the b_labs team, s/he is actively contributing to the creation of a safe, collaborative, growth-focused, purposeful, value-driven, and diverse company culture across all organizational levels.

**Responsibilities**:

- ** Creates **and **optimizes process **to **enhance individual user experiences and community interactions**:

- ** Logs client-reported defects **in our **case tracking system**:

- ** Provides constant**and **ongoing communication with users **regarding support incidents
- ** Creates accurate, reliable**, and **complete case activity **updates to maintain an accurate knowledge base
- ** Optimizes product support workflow**to **improve service levels **and velocity of resolutions
- ** Ensures proper, timely follow-up**on assigned cases to ensure service level agreements are met and client satisfaction is high
- ** Supports the onboarding **of **new technologies **and support tools
- ** Engages users **on a day-to-day basis **to deliver vibrant interactions**and ensure the quality of contributions meets our content and ethical standards
- ** Delivers training **for **new customers **during their onboarding process
- ** Handles inbound customer support calls**, web chats and support tickets and initiates outbound calls for additional support & query resolution upon need
- ** Provides high-quality customer service**, escalating where appropriate and accurately recording customer data
- ** Provides day-to-day functional **and **technical support **to our clients and users

**Requirements**:

- Has **at least 3-5 years of experience **in the field of customer service/ customer care
- Has **practical experience **in handling customers with high-quality service level
- Has **experience **in applicable channels & operating systems (e.g., web chat)
- Has **experience **of interacting with customers & developing strong interpersonal/ verbal communication channels
- ** Has experience in agile ways of working **across an interdisciplinary team
- Understands **relationship with Product Manager, Scrum Master, Design Lead **and rest of technical team
- ** Has strong verbal and written communication skills**with ability to deliver complex messages, explain trade-offs, and tell a compelling story -also for corporate stakeholders
- Has experience in **operating in diverse and international settings **and strong **network within the Egyptian tech ecosystem **preferrable
- Is able to **communicate and report to leadership **in a goal-oriented manner
- Is acutely aware of, curious about, and able to leverage the **benefits and potential of teams’ cultural differences and diverse backgrounds**:

- Fosters a **sense of belonging and trust-based relationship **with the team
- ** Inspires and encourages **teams and individuals to expand and realize their potential
- ** Challenges the status quo **with genuine curiosity
- Is characterized by **entrepreneurial mindset and self-started nature**

**Benefits**:

- Social and Medical insurance.
- Life insurance.
- Pension plan.
- Bonus based on performance.
- Work from home facility.

**Envision Employment Solutions is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Come join us

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