Customer Support Coordinator

Azurreo is the telecommunications and technology arm of Seelon Holdings, an international investment group operating across four continents.

Azurreo helps telecom operators, enterprises and technology vendors understand how their networks and services actually perform. Its work covers telecommunications, network testing, technical operations and quality of service, including SignalVerify, a global telecom testing platform operating in more than 144 countries. The company works across borders and disciplines, with an emphasis on careful problem-solving, clear communication and ownership of the work.

As a Technical Support Specialist, you investigate and resolve technical issues raised by customers and users. You work between customers and Azurreo’s technical teams, taking ownership of first-line troubleshooting while making sure that cases requiring deeper investigation reach the right people with the right information.

The work starts with understanding what is actually happening. You will gather information, reproduce problems where possible, check configurations and logs, identify likely causes, and work through sensible troubleshooting steps. Some issues will resolve with you. Others will need to be escalated, and your responsibility does not end when you pass the ticket on: you document what you have already established, follow the case through, and keep the customer informed until there is a clear outcome.

Some cases will be repetitive, and some users will reach you after they have already spent time trying to solve the problem themselves. Documentation matters as much as troubleshooting. A technically correct answer that leaves the customer unsure about what happens next is only half an answer.

This role is suited to someone who wants to build deeper expertise in technical support, telecommunications and international technology operations. You will receive training on Azurreo’s platforms and processes and gain exposure to technical cases across different markets. As your judgement and technical capability develop, strong performance can lead to broader ownership of complex cases and further opportunities across technical operations.Investigate technical support requests and identify the information needed to establish the cause of an issue.

• Investigate technical support requests and identify the information needed to establish the cause of an issue.
• Troubleshoot software, account, connectivity, configuration and platform-related problems using a structured approach.
• Manage support cases through ticketing systems and maintain clear, accurate records of actions, findings and customer communication.
• Communicate with customers through channels such as email, chat and other approved support platforms, explaining technical information in clear language.
• Escalate cases that require specialist intervention with sufficient diagnostic information for the receiving technical team to act efficiently.
• Follow escalated cases through to resolution and keep customers informed of meaningful progress.
• Identify recurring problems and contribute useful findings to internal documentation and knowledge resources.
• Work with technical and operational colleagues to improve troubleshooting procedures and the overall quality of support.

• Technical foundation: You have practical knowledge of IT systems, software troubleshooting, networking or another closely related technical area.
• Troubleshooting ability: You approach problems methodically, ask useful questions and understand the difference between establishing evidence and guessing at a cause.
• Customer communication: You can explain technical information clearly and remain professional when a customer is frustrated or a solution is not immediate.
• English: You have full professional working proficiency in spoken and written English; Arabic is also required for this position.
• Support tools: You are comfortable working with ticketing or CRM systems and maintaining accurate case documentation.
• Remote working: You are currently based in Syria or Türkiye and can work reliably and independently in a fully remote environment.

Useful, though not required: experience with Zendesk, Jira Service Management, HubSpot or similar platforms; knowledge of DNS, HTTP/HTTPS, SSL, APIs, web technologies or telecom systems; and relevant IT or networking certifications.