US Telecom SME
FoundeverVerified company
On-site — Cairo, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Cairo, Egypt
About the role
A subject matter expert role supporting a US telecom account, resolving advanced technical customer issues and maintaining escalation reports and knowledge base quality. Based on-site in Cairo, it requires English C1, advanced Microsoft Office skills, and flexibility for rotational shifts.
What you'll do
- Resolve advanced customer technical cases
- Maintain escalation records and daily/weekly reports
- Design and deliver technical training modules
- Maintain and improve knowledge base quality
- Create performance reports, dashboards, and scorecards
- Analyze KPIs and identify trends and gaps
- Present actionable insights to managers
- Ensure data accuracy and consistency
What you'll need
- Fluency in English (C1)
- Advanced Microsoft Office skills
- Flexibility working rotational shifts
- Proficiency in data analytics tools
- Strong analytical and data presentation skills
- Excellent attention to detail
- Experience with CRM/contact center tools is a plus
- Strong communication with technical and non-technical audiences
Skills
About Foundever
Foundever is a global customer experience company with 170,000 associates supporting 750+ brands in 60+ languages. In Egypt it runs contact centers in Cairo with English and multilingual customer support teams. These roles are on-site.
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