3mo ago

IT (Technical Customer Support)

Egypt·Cairomid

Other

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Overview

Provide technical support to customers through phone, email, remote sessions, and online meetings.

Technical Tools

Other

Provide technical support to customers through phone, email, remote sessions, and online meetings.
Contact clients after the sales process to activate software licenses and ensure successful deployment.
Guide customers through software installation, configuration, and best practices to prevent common issues.
Troubleshoot technical problems and provide timely, effective solutions to ensure customer satisfaction.
Escalate requests related to additional products, upgrades, or services to the Account Manager.
Research technical solutions through vendor knowledge bases, documentation, and support portals.
Communicate directly with software vendors when advanced technical support is required.
Document all customer interactions, troubleshooting steps, and resolutions in the support system.
Maintain accurate records of support tickets, escalations, and customer feedback.
Monitor recurring issues and report them to the management team to improve service quality.
Assist in identifying customers' technical needs and provide recommendations for optimal system usage.
Support internal IT operations by identifying hardware and software requirements.
Coordinate the procurement of required IT equipment and software licenses.
Maintain and update the company's IT asset inventory, including hardware, software, and licenses.
Collaborate with Sales and Account Management teams to ensure a seamless customer experience.
Ensure compliance with company support procedures and service standards.

~1 min read

Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum 3 years of experience in Technical Customer Support, IT Support, or Technical Services.
Strong knowledge of Windows and macOS operating systems.
Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi).
Experience troubleshooting software installation and licensing issues.
Ability to explain technical concepts clearly to non-technical users.
Strong analytical and problem-solving skills.
Excellent communication and customer service skills.
English proficiency: B1 level or above.
Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus.
Experience with ticketing/helpdesk systems is a plus.
Knowledge of Autodesk products or similar engineering software is an advantage.
IT certifications (such as CompTIA A+, Network+, Microsoft, or similar) are a plus.
Strong organizational skills with excellent attention to detail.
Ability to prioritize tasks, manage multiple support requests, and work under pressure.
Team player with the ability to work independently when needed.
Proficiency in Microsoft Office applications and general IT administration tasks.