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 high-value, customized, and innovative outsourcing solutions that respond to each client’s unique business needs. With strong global coverage and deep cultural understanding, ETISAL International leverages industry best practices and advanced technologies to support partners in serving their own customers more effectively. The company emphasizes transparency, operational flexibility, integrity, and a strong commitment to quality. Its teams work continuously to enhance management standards and strive to exceed client expectations in every engagement. Role Description The English Technical Customer Support Agent is a full-time, on-site role based in Qesm El Maadi. The agent will handle inbound and outbound customer interactions in English, providing technical support, troubleshooting product or service issues, and guiding customers through solutions in a clear and professional manner. Daily tasks include responding to customer inquiries via phone, email, or chat, documenting cases and resolutions, and escalating complex issues to the appropriate technical or supervisory teams when needed. The role involves following established procedures, using support tools and knowledge bases, and maintaining accurate records to ensure efficient case management. The agent is expected to collaborate with colleagues, uphold service level agreements, and contribute to a positive, customer-focused environment. Qualifications Strong English communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers. Demonstrated technical aptitude, including basic understanding of software, networks, or IT systems, and the ability to learn new tools and platforms quickly. Customer service skills, such as empathy, active listening, conflict resolution, and maintaining a professional and courteous tone under pressure. Problem-solving and analytical skills, including the ability to diagnose issues, follow troubleshooting steps, and document findings accurately. Ability to work on-site in Qesm El Maadi, manage time effectively, follow shift schedules, and collaborate within a diverse team environment. Familiarity with call center or BPO environments, CRM or ticketing systems, and adherence to performance metrics and quality standards is an advantage. Relevant education such as a diploma or bachelor’s degree in IT, communications, business, or a related field, or equivalent practical experience. Willingness to participate in ongoing training, adapt to new technologies and processes, and uphold the company’s values of integrity, transparency, and service excellence.