Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The company focuses on delivering high-value, customized outsourcing solutions that meet the unique needs of each client and help them concentrate on their core business. With strong attention to cultural nuances and industry best practices, ETISAL International provides consultative, innovative services designed to enhance customer experience. The organization is committed to quality, transparency, flexibility, integrity, and the effective use of human talent and advanced technologies. ETISAL International continuously works to exceed client expectations through operational excellence and a passion for service.
Role Description This is a full-time, on-site role for an English Customer Support Agent in a tech account, based in Qesm El Maadi. The agent will handle customer inquiries via chat and email, providing accurate information, guidance, and solutions related to technical products or services. Daily tasks include diagnosing and troubleshooting issues, escalating complex cases as needed, and following up to ensure resolution and customer satisfaction. The role involves maintaining detailed records of interactions, adhering to service level agreements, and using internal tools and knowledge bases. The agent will collaborate with team members and other departments to improve processes, share insights, and contribute to a consistent, high-quality customer experience.
Qualifications

Strong customer-facing capabilities, including Customer Support and Customer Service skills. Ability to maintain high Customer Satisfaction through empathy, patience, and solution-oriented support. Excellent Communication skills in English, both written and verbal, suitable for chat and email interactions. Technical aptitude and Troubleshooting skills to identify, analyze, and resolve issues efficiently. Good typing speed and accuracy, with strong attention to detail in documentation and responses. Ability to work on-site in Qesm El Maadi and manage shifting or extended schedules if required. Comfort with using CRM or ticketing systems, and common office and collaboration software. Previous experience in customer support, call centers, or BPO environments is an advantage.
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