Job Title: Technical Support SpecialistCompany: KwentraWorkplace Type: On-SiteJob Location: Cairo, Egypt.Job Type: Full-TimeReporting Line: Manager of Customer Support DepartmentOrganizational Unit: Customer Support Department, Service Delivery Sector (SDS)About KwentraWe are the fastest-growing, all-in-one cloud-based PMS across the MENA region, building the hospitality ecosystem for tomorrow.Kwentra was founded in 2013 by hoteliers who found themselves choosing between powerful yet outdated legacy systems and cloud-based solutions that could not cover the full spectrum of hotel operations.Built for the real operational dynamics of hotels, our PMS combines robust functionality with intuitive design to support everything from core daily operations to revenue management and guest experience.With 800+ features, Kwentra enables big hotel chains as well as independent properties to manage reservations, front and back office operations, distribution, procurement, analytics, and guest engagement in one seamless systemOur Vision is: To combine the strength of legacy hotel systems with the efficiency of modern cloud-based technology and deliver a comprehensive solution favored by hoteliers across the globe.Our Mission is: To make advanced property management technology accessible to hoteliers everywhere and lead the digital transformation of the hospitality industry in the MENA region.About The Service Delivery Sector – SDSTo achieve Kwentra's vision, SDS works around the clock with its 6 organizational units to ensure each customer experience from the first day at Kwentra is pleasurable and unforgettable. Our business is focused on controlled change management; we work within a flexible yet governed environment with a mindset oriented to a unique customer experience.Our Vision: To achieve market leadership and ultimate customer success by unifying our operations into seamless, standardized processes within a thriving, sustainable workplace.Our Mission: To bridge the gap between complex software and human operations through transparent, highly accurate service delivery. By taking ownership of our continuously enhanced processes, we eliminate friction to ensure both our clients and our teams thrive.About The Customer Support Department – CSDWithin our Service Delivery Sector (SDS), the Customer Support Department operates as the ultimate "User (Operational)" safety net for our clients under our formal governance framework.We act as the intelligence hub and the operational safety net for our clients. While proudly based in our Cairo headquarters, this centralized unit is the frontline heartbeat serving all of Kwentra's clients worldwide. Our core mandate is to resolve daily operational friction, bugs, and usability issues, ensuring our live global clients get the absolute most out of the Kwentra platform.About Your Role ContributionWe are looking for a highly empathetic, patient, and analytical Technical Support Specialist to join our global frontline defense.Your core mandate will be to provide rapid, accurate assistance and operational troubleshooting to hospitality professionals across different time zones and cultures. You will be the crucial first responder in our escalation matrix for our global clients, transforming their operational frustrations into solutions, and ensuring your daily interactions directly drive Kwentra’s overarching strategic goals.Your role is designed to bridge the gap between complex software and human operations through highly accurate service delivery, with continuously improved processes to ensure each issue is addressed with corrective and preventive actions.Core Workflows & ResponsibilitiesTicket Lifecycle Management: worldwide, manage, and take full ownership of customer-initiated tickets from worldwide clients, primarily recording and handling communications through all support channels including phone, WhatsApp, Email and direct Help Desk requests.SLA Guardianship: Ensure strict adherence to global SLA response and resolution times. You will accurately categorize and route tickets to maintain our departmental annual resolution rate baseline.Driving Customer Satisfaction: Utilize deep empathy and patience to understand customer concerns. Your direct resolution efforts will be instrumental in helping the sector achieve its overarching customer happiness rate goal.Knowledge Base Utilization: Deliver immediate, high-quality assistance for "how-to" questions using our internal Troubleshooting Guidelines. Collaborate with the Business Excellence Unit (BEU) to flag outdated documentation or missing knowledge gaps.Strategic Escalation & Process Discipline: Research, diagnose, and deconstruct complex client issues to test variables. Ensure precise, technically sound escalations to the Product Support (PS) team, helping us reduce Management by Exception.Continuous Improvement: Accurately record and close all issues, ensuring flawless handover of commercial or contractual disputes to the Customer Portfolios Department.Accurate Documentation: Continuously record all activities, including handled issues, and discuss SLA and General Internal and External Process Improvement with supervisor through documentation.What You Bring to KwentraGlobal Communication: Flawless written and verbal communication skills (English and Arabic) to handle international client requests and collaborate seamlessly with internal technical teams.Empathy & Ownership: A genuinely positive attitude and the patience required to support clients during high-pressure, 24/7 hospitality operations.Analytical Mindset: A strong aptitude for diagnosing software workflows and identifying the root cause of user friction.Process Discipline: A strict commitment to following standard operating procedures SOPs, SLA guidelines, and proper recording protocols.Flexible Workflow: Accepting and cooperating while deploying enhancements and changes to overall strategy and its derivatives.Qualifications & ExpertiseAcademic Degree: Bachelor’s in Computer Science, IT, Business Information Systems, or Hospitality Management. (A hybrid IT/Hospitality background is highly preferred).Preferred Certifications: PRINCE2 Foundation, ITIL 4 Foundation, Help Desk Administration (e.g., Jira), or Hospitality Operations.SaaS Support: 2-4 years in B2B Technical Support or Help Desk within a SaaS environment.Hospitality Tech: Direct exposure to hotel software like PMS, POS, or back-office systems (e.g., Kwentra, Opera, SiteMinder, Odoo).Escalation Management: Experience navigating structured L1/L2/L3 support matrices and translating user friction into actionable technical briefs for POs/R&D teams.Bilingual: Flawless written and spoken English and Native Arabic; ability to simplify complex technical jargon for non-technical hotel staff.Tech-Savvy: Foundational understanding of cloud architecture and basic API integrations to troubleshoot third-party vendor issues.What We OfferCompetitive Compensation: Fixed monthly net salary.Performance Variable: Additional monthly variable pay based on the company's agreed-upon off-shift on-call policy and records.Health & Security: Comprehensive Social and Medical Insurance coverage.Tools for Success: Company-provided Business SIM card to ensure seamless communication.Join us in shaping the future of hospitality technology globally, right from Egypt. Apply today to become a core pillar of Kwentra’s Customer Support team!Fill this job application to apply:https://forms.gle/f7fVNjHFqk213y329