Bilingual Technical Support Specialist

6 days ago

Cairo, Cairo, Egypt Flairstech Full time 10,000 - 30,000 per year

Requirements and responsibilities

Bilingual Support Specialist

Responsible for supporting stores with Level 1 IT-related problems as well as Triage non-IT issues to the appropriate department.

Primary Responsibilities:

  • Serve as the first point of contact for stores seeking assistance raised by phone, email and/or through a ticket
  • Triage specific concerns related to other teams/department
  • Troubleshoot software, hardware and basic network issues over the phone
  • Follow-up and update end user/store on status of ticket and or resolution
  • Document incidents, problems and troubleshooting steps taken and comments in a ticketing management system
  • Schedule service technicians for any onsite technical support/repairs needed
  • Direct unresolved issues to the next level of support (IT operations-technical support team)

Qualifications and competencies:

  • Minimum 2 years experience as a Customer Service or Helpdesk agent
  • Bilingual: French & English (written and spoken)
  • Proven abilities in PC configuration
  • Knowledge of Windows 10, and Google related applications (Google Mail, Google Docs, Google Drive, etc)
  • Knowledge of Apple related Hardware
  • General PC troubleshooting and repair knowledge
  • Proven communication and customer service skills
  • Ability to work in a fast-paced environment and adapt to change
  • Experience in retail considered an asset

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