Software customer service

6 days ago

Qesm st October Al Jizah, Egypt Conffidential company Full time 100,000 - 200,000 per year

To provide first-line technical support for clients using the company's mobile applications and web systems, ensure smooth communication, handle functional issues, document errors, and coordinate with development teams for resolution. The role requires good communication, solid Excel skills, and basic understanding of software/application environments.

Key Responsibilities
1. Customer Support & Issue Handling

  • Respond to client inquiries regarding the mobile application and website.
  • Guide users on how to use features, navigate interfaces, and resolve basic functional issues.
  • Gather detailed information: screenshots, steps to reproduce the error, device type, browser, OS, app version, etc.
  • Maintain a calm, supportive tone to handle frustrated customers professionally.

2. Technical Troubleshooting (L1 Support)

  • Perform basic checks before escalating issues (cache clearing, login issues, app version, connectivity, browser compatibility).
  • Identify whether issues are user-related, configuration-related, or a technical bug.
  • Escalate complex issues to the development/QA team with complete documentation.

3. Data Tracking & Reporting

  • Track all open issues in Excel or internal ticketing tools.
  • Maintain customer sheets: deadlines, issue status, follow-up actions.
  • Prepare weekly reports on common errors, pending tickets, SLA status, and customer feedback.

4. Coordination with Technical & Development Teams

  • Act as the communication bridge between clients and the internal tech team.
  • Ensure bugs are sent with accurate, structured details for quick investigation.
  • Follow up internally until issues are resolved and communicate updates to clients.

5. Client Relationship & Service Quality

  • Build trust with clients through consistent follow-up and fast issue communication.
  • Educate clients on new features, system updates, or release notes.
  • Ensure high customer satisfaction and support retention efforts.

Qualifications

  • Bachelor's degree (Computer Science, Information Systems, Business, or related field preferred).
  • Good command of English (for international or non-Arabic speaking clients).
  • Strong
    Excel skills
    (filters, VLOOKUP, pivot tables preferred).
  • Basic understanding of:
  • Mobile applications (Android/iOS)
  • Websites (browsers, caching, forms)
  • User flows/UI basics
  • Previous experience in customer support, helpdesk, or software/application support is a plus.

Soft Skills (Very Important)

  • Excellent communication and empathy.
  • Patience and ability to calm upset users.
  • High attention to detail.
  • Ability to work under pressure and handle multiple cases.
  • Problem-solving mindset and proactive attitude.

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