IT Operations Coordinator

5 days ago


القاهرة, Egypt ASWAT Full time

**Join Our Team as an IT Operations Coordinator at ZIWO - Based in Cairo**

Are you a proactive, skilled professional with a passion for delivering exceptional technical support? ZIWO, the leading Cloud Contact Center Solution in the GCC, is looking for a dedicated **IT Operations Coordinator** to manage and elevate our technical support operations.

If you excel at troubleshooting, team leadership, and enhancing customer satisfaction, we want to meet you

**About ZIWO**:
ZIWO is a global leader in Cloud Contact Center solutions, providing businesses with seamless, innovative ways to communicate with their customers. With a mission to enhance customer experiences, ZIWO empowers businesses to engage with customers from anywhere through a single, intuitive interface. We have a passionate team of over 80 employees, working together to redefine the future of customer support and communication.

**Position Overview**:
As the IT Operations Coordinator, you’ll lead the coordination between L1 & L2 Support Engineers, providing first-line technical assistance to customers and ensuring efficient escalation and resolution of complex issues. Your role will be instrumental in managing team performance, meeting key metrics, and continuously improving ZIWO’s cloud support experience.

**Key Responsibilities**:

- Lead and motivate a team of L1 Support Engineers, setting performance standards and fostering a collaborative work environment.
- Monitor and evaluate team performance, focusing on key metrics like Average Response Time, First Contact Resolution (FCR) rate, and Customer Satisfaction (CSAT).
- Conduct Onboarding / training sessions and mentor new the L1 Support Engineers to ensure they meet performance and support quality standards.
- Serve as the initial point of contact for customers with technical inquiries related to the ZIWO platform, troubleshooting basic issues, and guiding customers through product functionalities.
- Manage L2 escalations as a major part of the role, collaborating with support engineers, product teams, and developers to address complex technical issues that go beyond L1 capabilities, and escalate further as necessary to L3 if needed.
- Identify and implement improvements to streamline the support process, enhancing efficiency and customer satisfaction.
- Maintain and update knowledge base articles, FAQs, and troubleshooting guides to assist customers with self-service options.
- Ensure high standards of customer satisfaction through professional, prompt, and efficient service.
- Prepare regular reports on team performance and recurring issues for senior management, providing insights for potential improvements.

**Skills, Qualifications & Experience**:

- **Technical Knowledge**: Proficiency in cloud platforms, VoIP, networking, and SaaS solutions; experience with Freshdesk, Jira, and remote support software.
- **Leadership & Communication**: Strong communication skills in English and Arabic; proven experience in team leadership and handling escalations.
- **Problem Solving**: Analytical skills for troubleshooting networking, CRM integration, and cloud functionalities; experience in process improvements.
- **Education & Experience**:

- Bachelor’s degree in Computer Science, IT, or a related field.
- 3-4 years of technical experience, ideally in IT or telecommunications, with 1-2 years in a support leadership role.

**What We Offer**:
Competitive salary

Collaborative work environment

Opportunities for professional growth



  • القاهرة, Egypt Plan International Full time

    The Organisation Plan International is an independent development and humanitarian organisation that advances children’s rights and equality for girls. We believe in the power and potential of every child but know this is often suppressed by poverty, violence, exclusion and discrimination. And it is girls who are most affected. Working together with...

  • Operations Coordinator

    24 hours ago


    القاهرة, Egypt Kotn Full time

    At Kotn, we’re reimagining the way our everyday items are made and purchased, beginning with your wardrobe, setting a new standard for social impact and traceability. Founded in February 2015, Kotn has been featured in over 80 publications such as New York Times, GQ, Vogue, Elle, and The Wall St. Journal. Kotn was founded in Toronto by three best friends,...


  • القاهرة, Egypt Tagaddod Full time

    The Logistics Coordinator, operating from Egypt, is responsible for managing and coordinating the importation process of goods into the European market. This position ensures that all shipments are processed efficiently, meet European regulatory requirements, and are delivered on time. The role involves coordinating with suppliers, freight forwarders,...


  • القاهرة, Egypt Air Arabia Full time

    **Date**:23 Jan 2025 **Company**:Air Arabia Egypt (E5) **Location**:Cairo, EG **Country**:EG **Job Purpose** - To support the Airside Operations Manager in resource allocation, administrative tasks, training coordination and operational planning to ensure smooth and efficient airside operations. The role involves maintaining accurate records,...

  • Operational Officer

    24 hours ago


    القاهرة, Egypt YouMats Full time

    **Job Summary**: The Operational Officer is responsible for ensuring efficient day-to-day business operations by overseeing workflows, coordinating between departments, and optimizing processes. This role involves monitoring performance, implementing operational strategies, and ensuring compliance with company policies and industry standards. **Key...

  • HR Coordinator

    24 hours ago


    القاهرة, Egypt SGS Full time

    **Company Description** SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 93,000 employees, SGS operates a network of over 2,400 offices and laboratories around the world.** - Assist in all HR activities & functions, starting from...

  • Sales Coordinator

    24 hours ago


    القاهرة, Egypt Magico Group Full time

    Magico Group Company is seeking a talented and motivated Sales Coordinator to join our team. As a Sales Coordinator, you will be the crucial connection point between our sales managers and the CEO, providing valuable insights and forecasts to drive our sales strategies. Magical Group, a leading company with a strong foothold in the agriculture industry, has...

  • Operations Manager

    24 hours ago


    القاهرة, Egypt Ethics HR Full time

    Management of planned, reactive, and incidental works delivery for safety, traffic, housekeeping, waste management and pest control, customer experience, and tenant relations. - Responsible for coordinating mall operating requirements over the duration of the current expansion project; Responsible for communicating project timelines to all relevant team...


  • القاهرة, Egypt Block Gemini Egypt Full time

    **Job Title: Videographer and Content Coordinator** **Location: Cairo, Egypt** **Job Overview**: We are looking for a talented and driven individual to take on the role of Videographer and Content Coordinator at our Dubai office. This dual role is designed for a professional who can not only capture engaging video content but also coordinate these efforts...

  • Operations Officer

    1 week ago


    القاهرة, Egypt International Finance Corporation Full time

    **Operations Officer** Job #: req31594 Organization: IFC Sector: Operations Grade: GG Term Duration: 3 years 0 months Recruitment Type: International Recruitment **Location**: Cairo,Egypt Required Language(s): English Preferred Language(s): French, Arabic Closing Date: 2/21/2025 (MM/DD/YYYY) at 11:59pm UTC Description IFC - a member of the World Bank...