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 help partners concentrate on their core business and better serve their customers. With a strong emphasis on cultural understanding, industry best practices, and global coverage, ETISAL International tailors services to meet unique business needs. The company is committed to transparency, flexibility, integrity, and a passion for service, continuously enhancing its management and operational standards. ETISAL International values human capital and invests in advanced technologies to provide first-class quality and exceed client expectations. Role Description The Technical Customer Support Agent (English account) is a full-time, on-site role based in Qesm El Maadi. The agent will handle inbound and outbound customer interactions in English, assisting with technical inquiries, troubleshooting issues, and providing clear guidance on products or services. Daily tasks include identifying and resolving customer problems, documenting cases in the support system, escalating complex issues when necessary, and following up to ensure resolution and customer satisfaction. The role also involves adhering to service level agreements, maintaining accurate records, and collaborating with team members and other departments to improve processes and customer experience. Qualifications Strong English communication skills (spoken and written), with the ability to explain technical concepts clearly and professionally. Technical aptitude and basic troubleshooting skills, with the ability to learn product features, systems, and tools quickly. Customer service skills, including active listening, problem-solving, patience, and a service-oriented mindset. Comfort using computer systems, CRM or ticketing tools, and standard office applications for documentation and reporting. Ability to work on-site in Qesm El Maadi, manage time effectively, and handle high-volume customer interactions. Previous experience in technical support, call centers, or BPO environments is an advantage. Relevant education such as a diploma or degree in IT, communications, business, or a related field is preferred. Willingness to work in shifts as needed and commitment to