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 outsourcing solutions that address each client’s unique business needs. With a strong emphasis on customer-centric service, ETISAL combines industry best practices, global coverage, and cultural understanding to support clients in focusing on their core business. The company is committed to transparency, flexibility, integrity, and the use of advanced technologies to consistently exceed client expectations. ETISAL values human capital and fosters a culture of quality, innovation, and continuous improvement in its management and operations.
Role Description The Customer Support Agent – Technical Account (English Speakers) is a full-time, on-site role based in Qesm El Maadi. The person in this role will handle inbound and outbound customer interactions, provide timely technical support, and resolve account-related issues in English via phone, email, and chat. Day-to-day tasks include diagnosing and troubleshooting technical problems, guiding customers through solutions, and escalating complex issues to appropriate teams when necessary. The role also involves documenting interactions accurately, following established procedures, and contributing to continuous improvement of support processes. The agent will work closely with team members and leadership to maintain high customer satisfaction and adhere to service level agreements.
Qualifications

Strong customer-facing skills, including Customer Support and Customer Service abilities to manage inquiries and build positive relationships. Focus on Customer Satisfaction, with the capacity to understand customer needs and ensure a positive experience throughout the support process. Excellent Communication skills in English, both spoken and written, for clear, professional interaction with customers and internal teams. Technical problem-solving capabilities, including Troubleshooting skills to diagnose, resolve, and document account and system issues. Relevant experience in call centers, technical support, or BPO environments is preferred. Ability to work on-site in Qesm El Maadi on rotating shifts, including weekends or evenings if required. Strong organizational skills, attention to detail, and reliability in following procedures and meeting performance targets. Comfort with using CRM systems, ticketing tools, and standard office software; basic technical literacy is expected. Bachelor’s degree in a relevant field (e.g., IT, business, communications) is an advantage but not mandatory.