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Customer Excellence Agent

2 weeks ago

القاهرة, Egypt Si-Ware Systems Full time

**Responsibilities**:
Agents should focus on customer satisfaction and be results-oriented. Technical Collaboration with an effective communicator and strong technical background enables our customers to maintain their units at peak performance and maximize productivity for their intended use case.

**Day to Day work responsibilities**
- Problem solving and troubleshooting, with analyzing the customer challenges and problems
- Prioritization of tasks and responsibilities
- Bug reporting and escalation is based on good judgment and clear description of problems/bugs. Manages escalated cases from internal channels to troubleshoot issues customers are facing.
- Reporting periodically and accurately. Utilize support tools and resources necessary to solve the customer issue.
- Introduce workarounds in case no immediate solutions are available.
- Identify and suggest possible improvements on procedures
- Handles incoming support channels to troubleshoot customer inquiries.
- Proactively identifies improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Bachelor’s degree in Languages, Business, or a related field.
- Engineering or IT background preferred but not required.
- 1-3 years in technical support or customer-facing roles.
- Excellent English proficiency (written and spoken).
- Additional languages are a plus, with preference for Spanish, Portuguese, Dutch, Chinese, and French.
- Strong problem-solving and analytical abilities.
- Familiarity with bug reporting tools and hardware/software troubleshooting.
- Excellent communication and customer service orientation.
- Ability to manage tasks, prioritize, and adapt in fast-paced environments.
- Strong organizational and reporting skills.