Taking applicationsTechnical Support·Posted 1mo ago
Technical Support
Jobs for Humanity
Egypt
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Egypt
EnglishEntry level
About the role
A Level 1 Technical Support Agent role providing frontline support for an open-banking software plugin used by banking clients. The job involves triaging and resolving support tickets via email, phone and a ticketing system, with a path to advance into more complex Level 2 support.
What you'll do
- Serve as first point of contact via ticketing system, email, and phone
- Triage and categorize support tickets
- Resolve basic customer inquiries and issues
- Gather screenshots, logs, and issue details from customers
- Escalate complex tickets with documented prerequisites
- Communicate ticket status to customers
- Perform routine web platform and LMS administration
- Document common issues and resolutions in knowledge base
What you'll need
- Proven customer support, call center, or technical support experience
- Excellent written and verbal English
- Strong analytical and problem-solving skills
- Ability to triage issues logically
- Excellent interpersonal skills
- Self-starter able to work independently and in a team
- Experience with helpdesk/ticketing software
- Ability to follow detailed administrative instructions
Skills
Customer supportTechnical supportTicketing systems (Zendesk, Jira Service Management, Freshdesk)TroubleshootingEnglish communicationAnalytical and problem-solvingPlatform administrationDocumentation
Benefits
Career growth
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