Technical Support Agent

Company: Software House Solution –

WebSite: Heliopolis, Cairo, Egypt

Job Description:**الخيار:**

Provide comprehensive technical support services, encompassing the management of incoming customer inquiries via telephone, electronic mail, and instant messaging. This includes meticulous documentation of support requests within the designated internal ticketing system, followed by assignment of tickets to relevant technical personnel based on the nature and urgency of the reported issue. Active monitoring of ticket resolution progress is maintained, with proactive internal follow-up to ensure timely closure. Clients are kept informed through clear and professional communication regarding updates and solutions. Comprehensive documentation of all client interactions and support procedures is rigorously upheld. Unresolved or critical incidents are promptly escalated as per protocol. Collaborative efforts are undertaken with the technical, implementation, and customer success departments to facilitate effective problem resolution. A commitment to upholding exemplary client satisfaction and service professionalism is paramount. Finally, contributions are made to the development of frequently asked questions, internal documentation, and ongoing process improvements.

Skills: