Customer Support Coordinator

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

📋 Description

• Investigate requests for technical support and determine the necessary information to pinpoint the issue's cause.

• Employ a structured method to troubleshoot software, account, connectivity, configuration, and platform-related challenges.

• Oversee support cases via ticketing systems while ensuring clear and precise records of actions, findings, and customer interactions.

• Engage with customers through email, chat, and other sanctioned support platforms, articulating technical information in an understandable manner.

• Escalate cases that require specialist intervention, providing adequate diagnostic information to the technical team receiving the case.

• Track escalated cases until resolution and keep customers updated on significant progress.

• Recognize recurring issues and share insights for internal documentation and knowledge resources.

• Collaborate with technical and operational teams to enhance troubleshooting methods and support quality.

⛳️ Requirements

• Practical knowledge of IT systems, software troubleshooting, networking, or a related technical field.

• Methodical troubleshooting skills, including the ability to ask pertinent questions and differentiate evidence from assumptions.

• Capacity to convey technical information clearly and maintain professionalism when dealing with frustrated customers.

• Full professional working proficiency in spoken and written English.

• Proficiency in the Arabic language is required.

• Comfortable utilizing ticketing or CRM systems while keeping accurate case documentation.

• Currently residing in Syria or Türkiye.

• Ability to work independently and reliably in a fully remote setting.

• Familiarity with Zendesk, Jira Service Management, HubSpot, or similar platforms is advantageous but not mandatory.

• Understanding of DNS, HTTP/HTTPS, SSL, APIs, web technologies, or telecom systems is beneficial but not essential.

• Relevant IT or networking certifications are advantageous but not essential.

🏝️ Benefits

• Comprehensive onboarding and training on Azurreo’s systems, platforms, and support processes.

• Exposure to international telecommunications and technology operations.

• Practical experience in supporting services utilized across various markets.

• Access to experienced technical colleagues when cases exceed first-line troubleshooting.

• Opportunities to enhance your expertise in technical support, networking, and telecom operations based on performance and capability.

• A fully remote work environment with colleagues from multiple countries.

• A standard work schedule of eight hours a day, five days a week.

• Overtime as required operationally, compensated through time off or pay.