English Technical Customer Service - English

Company Description ETISAL International Group is one of the leading Business Process Outsourcing (BPO) companies in the Middle and Far East, specializing in customized and innovative service solutions. The company focuses on understanding diverse customer needs and tailoring outsourcing services that help clients concentrate on their core business while enhancing the experience of their end customers. With global coverage and deep awareness of cultural differences, ETISAL International integrates industry best practices and state-of-the-art technologies into its operations. The organization emphasizes transparency, flexibility, integrity, and a strong commitment to quality, aiming consistently to exceed client expectations. ETISAL International values human capital and strives to create an environment where team members can grow while delivering high-value services.Role Description The English Technical Customer Service role is a full-time, on-site position based in Cairo. The individual in this role will handle customer inquiries in English, provide technical support, and diagnose issues related to services or equipment, ensuring timely and effective resolution. Daily tasks include receiving and managing customer calls or tickets, troubleshooting technical problems, and coordinating with internal teams when escalation is needed. The role also involves explaining technical information in a clear, user-friendly way, guiding customers through solutions, and documenting interactions and resolutions accurately. In addition, the team member may assist in training customers or colleagues on basic technical procedures and contribute feedback to improve processes and service quality.Qualifications Strong Customer Service skills, including active listening, empathy, and clear communication in English.Technical Support and Troubleshooting abilities to diagnose, resolve, and follow up on customer issues efficiently.Basic understanding of Electricity or related technical concepts relevant to the services provided.Experience in Training or coaching customers and/or colleagues on technical processes and best practices.Relevant experience in a call center, BPO, or technical support environment is highly beneficial.Ability to work on-site in Cairo in a full-time schedule, with flexibility for shifts as needed.Strong problem-solving skills, attention to detail, and capability to work under pressure and meet performance targets.Proficiency in computer and software use, including ticketing systems and CRM tools.Diploma or bachelor’s degree in a technical, engineering, or related field is preferred but not mandatory.