English Technical Customer Service | Chat Account

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 customized, high-value outsourcing solutions that address the unique needs of each client’s business and customers. With a strong emphasis on cultural understanding, global coverage, and industry best practices, ETISAL International helps partners focus on their core operations. The company is committed to transparency, flexibility, integrity, and continuous improvement in management and operations. Its teams work with advanced technologies and quality standards to consistently exceed client expectations and enhance the value delivered to end customers.Role Description This full-time, on-site English Technical Customer Service | Chat Account role is based in Cairo. The team member will provide real-time technical and customer support through chat, assisting customers with service-related inquiries, product usage questions, and troubleshooting issues. Daily tasks include diagnosing basic technical problems, guiding customers through step-by-step solutions, and escalating complex cases to higher-level support when needed. The role also involves documenting interactions accurately, following established workflows and service-level agreements, and maintaining a professional, empathetic tone in all written communication. The team member may participate in ongoing training, share feedback to improve processes, and collaborate closely with supervisors and colleagues to ensure a consistent, high-quality customer experience.Qualifications Strong customer-facing skills, including Customer Service and communication abilities, with a focus on responsiveness, empathy, and professionalism in chat-based interactions.Technical aptitude with experience or familiarity in Troubleshooting and Technical Support, including the ability to analyze issues, identify root causes, and provide clear, step-by-step guidance.Basic understanding or interest in Electricity or related technical concepts, with the ability to learn product- or service-specific technical details quickly.Ability to participate in and benefit from Training, and to support knowledge sharing within the team to enhance overall service quality.Proficiency in written English with accurate spelling, grammar, and structured communication suitable for chat-based support.Comfort working in an on-site, fast-paced contact center environment in Cairo, including adherence to shift schedules and performance targets.Strong problem-solving skills, attention to detail, and the ability to handle multiple chat conversations while maintaining quality.Previous experience in customer support, technical support, or a BPO/contact center environment is preferred but not mandatory.High school diploma or equivalent required; additional technical or customer service certifications are an advantage.