Associate – Customer Support

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Respond to, assess, and prioritize incoming support requests via phone, email, and chat.

• Offer Tier-1 troubleshooting for issues including password resets, printer setup, break/fix guidance, LMS access, and fundamental technical problems.

• Utilize knowledge bases, support channels, and trained resources to address user inquiries.

• Conduct user interviews to collect problem details and assist users through diagnostic processes.

• Identify, investigate, isolate, resolve, and follow up on standard issues.

• Refer complex cases to Tier 2/3 or the appropriate teams.

• Provide student service support concerning registration, class modifications, graduation, transcripts, transfer credits, applications, placement testing, withdrawals, payments, payment plans, tuition/fees, billing, FAFSA, eligibility, disbursements, refunds, loans, and scholarships.

• Adhere to established call procedures to ensure thorough and accurate information collection.

• Document all interactions in the ticketing system and keep detailed records.

• Produce standard reports, such as summaries of Contact Center incidents.

• Comply with published Workforce Management schedules and adapt as business needs change.

⛳️ Requirements

• Previous experience in customer support, service desk, call center, or technical support roles is preferred.

• Familiarity with ticketing systems and problem management tools.

• Basic knowledge of hardware, software, networking, and LMS platforms.

• Strong communication skills with the capability to guide users through troubleshooting processes.

• Ability to prioritize tasks and manage multiple inquiries at the same time.

• Comfort in supporting both technical and student service-related requests.

• Keen attention to detail with accurate documentation practices.

• Capability to follow structured workflows, scripts, and diagnostic protocols.

• Dependability and commitment to adhering to schedules.

• High School Diploma or Equivalent.

🏝️ Benefits

• Employees can work remotely.

• Confidential management of applicant information in accordance with EEO guidelines.