Technical Support Advisor English Speakers - Cairo Concentrix Corporation

As a Technical Support Advisor, you'll be our valued customers' first point of contact, ensuring their success with our products/services. You'll wear many hats troubleshooting technical issues, providing clear guidance, and going the extra mile to delight users. You will play a critical role in ensuring customer satisfaction and driving positive brand experiences.

Essential Functions/Core Responsibilities

• Provide prompt and accurate technical support to customers via phone, email, and chat.

• Diagnose and troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products

• Research and identify solutions to complex technical problems using knowledge base resources and escalation pathways.

• Document and escalate unresolved issues to higher-level support teams.

• Maintain detailed records of customer interactions and support activities.

• Proactively identify and address potential customer issues to prevent escalations.

• Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs )

• Serve as a resource to other support personnel

• Participate in ongoing training and development to stay abreast of the latest technology advancements.

• Collaborate effectively with internal teams (e.g., engineering, product development) to resolve technical problems and improve product usability.

• Maintain a professional and positive demeanor while interacting with customers, even in challenging situations.

• Participate in activities designed to improve customer satisfaction and business performance

Candidate Profile

• A High School Diploma and one year of relevant experience are preferred

• Tech sales experience is preferred

• Basic/Advanced '' depends on the program '' understanding of client technical systems.

• Ability to learn including strong problem-solving skills

• Exceptional communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users.

• Proficient in written and verbal communication.

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Commitment to providing exceptional customer service.

• Courteous with a strong customer service orientation

• Achieve and maintain recognized and applicable technical certification(s)

• Able to rotate shifts, as needed

• Based on the program, additional experience/skills may be required

Our benefits

Competitive salary

A bright, modern, and exciting place to work, with excellent staff facilities

Performance-related pay

Voluntary Medical plan

Transportation allowance

Life insurance

Annual reward and recognition events

Holiday pay

Access to training and development opportunities.