Technical Customer Support Executive

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

📋 Description

• Promptly address customer inquiries through phone, email, and chat, demonstrating technical expertise and professionalism.

• Diagnose and resolve technical issues related to Lucidya’s platform.

• Assist customers in navigating product features, optimal usage practices, and configuration settings to enhance value.

• Record and escalate intricate technical challenges to development or engineering teams for further investigation.

• Keep detailed documentation of customer interactions, issues, and resolutions within CRM systems.

• Work collaboratively with product, engineering, and QA teams to relay customer feedback and advocate for enhancements to the product.

• Participate in the creation and upkeep of support documentation, FAQs, and knowledge bases.

• Remain informed about product updates, features, and industry trends to offer precise and useful guidance.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• A minimum of 2 years of experience in technical customer support or a similar role, ideally within SaaS or technology companies.

• A robust understanding of software applications, APIs, and cloud platforms.

• Exceptional communication and interpersonal skills, with the ability to articulate technical concepts to non-technical users.

• Proficiency in troubleshooting and systematically diagnosing problems.

• Familiarity with CRM systems and customer support tools such as Zendesk, Freshdesk, or Jira Service Desk.

• A patient, empathetic demeanor and a customer-centric approach.

• Capability to work both independently and collaboratively within a team setting.

• A willingness to learn and adapt in a rapidly changing technical environment.

• Proficiency in English; knowledge of additional languages is an advantage.

🏝️ Benefits

• **Why Join Lucidya?**

• - A high-impact role that will influence the future of our QA organization.

• - Opportunities to engage with modern engineering practices and advanced tooling.

• - A collaborative culture that emphasizes ownership, innovation, and continuous improvement.

• - Join a fast-growing company that is developing industry-leading technology.