Overview
Technical Customer Support Agent – English Account Jobs in Qesm El Maadi, Cairo, Egypt at ETISAL International Group
Title: Technical Customer Support Agent – English Account
Company: ETISAL International Group
Location: Qesm El Maadi, Cairo, Egypt
Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The organization focuses on delivering customized, high-value, and innovative outsourcing solutions that address the unique needs of each client. With strong global coverage and deep cultural understanding, ETISAL International applies industry best practices and advanced technologies to enhance client operations and customer experiences. The company is committed to transparency, flexibility, integrity, and a passion for service, consistently aiming to exceed client expectations. ETISAL International values human capital and promotes a quality-focused environment where team members contribute directly to client success.
Role Description The Technical Customer Support Agent (English Speakers) is a full-time, on-site role based in Qesm El Maadi. In this role, the agent responds to customer inquiries in English via phone, email, and chat, providing clear, accurate information and guidance. The agent troubleshoots technical issues, documents cases, and follows standardized procedures to resolve problems efficiently. Daily responsibilities include monitoring open tickets, escalating complex issues to specialized teams, and ensuring timely follow-up until resolution. The agent also contributes to customer satisfaction by maintaining a professional tone, adhering to service level agreements, and sharing feedback that supports continual improvement of processes and tools.
Qualifications
- Candidates should possess strong Customer Support and Customer Service skills, with a focus on responsive, solution-oriented assistance.
- Candidates should possess Customer Satisfaction skills, including the ability to manage expectations, handle concerns, and maintain positive relationships.
- Candidates should possess excellent Communication skills, especially clear spoken and written English for interacting with diverse customers.
- Candidates should possess Troubleshooting skills to identify technical issues, analyze root causes, and apply appropriate resolutions.
- Relevant qualifications include prior experience in a technical support or contact center environment, familiarity with ticketing/CRM systems, and basic IT literacy.
- Additional beneficial qualifications include the ability to work in rotating shifts, strong attention to detail, resilience under pressure, and a commitment to continuous learning and performance improvement.
▪ Transportation provided (from Thakanat El Maadi Metro Station)
▪ Attendance allowance & monthly performance incentives
- Fully paid training
▪ Social & medical insurance
▪ English proficiency: B2
