Customer Support Engineer I

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

📋 Description

• Serve as the initial point of contact for external customers, accurately receiving and documenting their requests and issues.

• Deliver timely and professional responses to customer inquiries via multiple communication channels, including phone, email, and live chat.

• Analyze and troubleshoot customer inquiries related to Outseer products, ensuring a clear understanding of the issues and delivering suitable solutions.

• Assist with internal and external licensing requests, ensuring alignment with licensing agreements while providing necessary support.

• Independently resolve the majority of customer requests, showcasing a comprehensive understanding of our products and services.

• Identify and escalate more intricate problems or issues to the appropriate internal teams, supplying detailed information for swift resolution.

• Maintain and refresh knowledge base entries, ensuring that accurate and current information is accessible for both internal and external users.

• Utilize multiple databases and standard web architectures to collect relevant information and offer thorough support to customers.

• Manage customer email communications, ensuring timely and professional responses to inquiries.

• Cooperate with cross-functional teams, such as product development, engineering, and sales, to meet customer needs and resolve issues promptly.

• Consistently seek to enhance customer support processes and contribute to improving the overall customer experience.

• Assist with additional project responsibilities as assigned, aiding in the ongoing enhancement of our customer support processes.

⛳️ Requirements

• Bachelor’s degree in a technical field (Engineering, Computer Science, Information Systems, etc.) or equivalent experience in customer support roles, ideally within a technical or software-related area.

• Over 2 years of experience in a technical customer service role, preferably in a technical or software-related environment.

• Exceptional verbal and written communication skills, with the capability to effectively convey technical information to non-technical customers.

• Strong problem-solving and analytical abilities, with the capacity to diagnose and efficiently resolve customer inquiries.

• A courteous and supportive attitude that delights customers, ensuring they feel well cared for during every interaction.

• Ability to thrive under pressure while managing multiple customer requests simultaneously.

• Keen attention to detail and robust organizational skills for accurately documenting customer interactions and issue resolutions.

• Proficient in utilizing multiple databases and standard web architectures.

• Capable of working both independently and collaboratively in a team-oriented setting.

• Commitment to delivering outstanding customer service and maintaining high levels of customer satisfaction.

• Willingness to learn and adapt to new technologies and product updates.

• Knowledge of administration with J2EE web applications (Tomcat/Websphere/Weblogic/JBoss) would be an advantage.

• Basic understanding of networking (TCP/IP routing, TCP/UDP communications, DNS, TOR networking, etc.).

• Familiarity with SSL/TLS encryption.

🏝️ Benefits

• Available to work in a 24X7X365 organization, with potential shift work, holiday shifts, and on-call responsibilities required.