Support Specialist
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We at Envision Employment Solutions are always on the look for top talents around the globe and matching them with our partners' hiring needs, to help them build and scale!
Our partners offer awesome work environment, competitive salaries, full benefits, and many others perks.
Our Hiring Process:
After filling your online application, our team will review your application and if you are a fit for any of the open positions we have even if it wasn't the one you applied for, our team will reach out to you to schedule an HR Interview
During the call we will go through your resume and discuss the opportunities we have for you in details. We would love to learn a little bit about you, about your work experience and your career's goal. We will also be able to answer any questions you might have
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Envision Employment Solutions is currently on the look for Support Specialist for one of our partners, a very well-known Company.
Job Summary:
Our partner is on the look for a Support Specialist will be responsible for providing support to users via telephone and electronic communication.S/he will acknowledgeand support product onboarding questions and issues encountered. S/he must hold expertise in software support, customer service and community engagement. As an integrative member of the b_labs team, s/he is actively contributing to the creation of a safe, collaborative, growth-focused, purposeful, value-driven, and diverse company culture across all organizational levels.
Responsibilities:
- Creates and optimizes process to enhance individual user experiences and community interactions
- Logs client-reported defects in our case tracking system
- Provides constantand ongoing communication with users regarding support incidents
- Creates accurate, reliable, and complete case activity updates to maintain an accurate knowledge base
- Optimizes product support workflowto improve service levels and velocity of resolutions
- Ensures proper, timely follow-upon assigned cases to ensure service level agreements are met and client satisfaction is high
- Supports the onboarding of new technologies and support tools
- Engages users on a day-to-day basis to deliver vibrant interactionsand ensure the quality of contributions meets our content and ethical standards
- Delivers training for new customers during their onboarding process
- Handles inbound customer support calls, web chats and support tickets and initiates outbound calls for additional support & query resolution upon need
- Provides high-quality customer service, escalating where appropriate and accurately recording customer data
- Provides day-to-day functional and technical support to our clients and users
Requirements:
- Has at least 3-5 years of experience in the field of customer service/ customer care
- Has practical experience in handling customers with high-quality service level
- Has experience in applicable channels & operating systems (e.g., web chat)
- Has experience of interacting with customers & developing strong interpersonal/ verbal communication channels
- Has experience in agile ways of working across an interdisciplinary team
- Understands relationship with Product Manager, Scrum Master, Design Lead and rest of technical team
- Has strong verbal and written communication skillswith ability to deliver complex messages, explain trade-offs, and tell a compelling story –also for corporate stakeholders
- Has experience in operating in diverse and international settings and strong network within the Egyptian tech ecosystem preferrable
- Is able to communicate and report to leadership in a goal-oriented manner
- Is acutely aware of, curious about, and able to leverage the benefits and potential of teams’ cultural differences and diverse backgrounds
- Fosters a sense of belonging and trust-based relationship with the team
- Inspires and encourages teams and individuals to expand and realize their potential
- Challenges the status quo with genuine curiosity
- Is characterized by entrepreneurial mindset and self-started nature
Benefits:
- Social and Medical insurance
- Life insurance
- Pension plan
- Bonus based on performance
- Work from home facility
Envision Employment Solutions is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Come join us!
geo
in Egypt , Cairo city
number of positions
1 Jobs available, apply now
job type
FULL TIME
experience years
Entry level
Jobs in EgyptThis job is closed
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1 year ago
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