Customer Support Specialist

Role Description The Customer Support Specialist is a full-time, on-site role based in Qesm El Sheikh Zaid. This role is responsible for delivering exceptional customer service by handling customer inquiries, resolving technical and service-related issues, and ensuring a seamless customer experience. The role requires experience working within Telecom or SaaS environments, utilizing Zoho Ticket Management, and collaborating with cross-functional teams to achieve high customer satisfaction.RESPONSIBILITIES : Respond promptly to customer inquiries through email, chat, phone, and ticketing systems.Manage, prioritize, and resolve customer requests using Zoho Desk (Ticket Management System) while meeting defined SLAs.Troubleshoot product, service, and account-related issues, escalating complex cases when necessary.Provide technical and functional support for SaaS products and telecom services.Monitor ticket queues to ensure timely resolution and proper follow-up with customers.Maintain accurate documentation of customer interactions, resolutions, and knowledge base articles.Collaborate with Product, Technical Support, Engineering, and Sales teams to resolve customer issues efficiently.Identify recurring customer issues and recommend process improvements.Educate customers on product features, best practices, and self-service resources.Ensure high customer satisfaction by delivering professional, empathetic, and solution-oriented support.Contribute to continuous improvement initiatives and customer experience enhancement.QualificationsBachelor's degree in Business Administration, Information Systems, or a related field.1–3 years of experience in Customer Support within Telecom or SaaS companies.Hands-on experience with Zoho Desk or similar ticket management platforms.Strong understanding of ticket lifecycle management and SLA compliance.Experience supporting software products or telecommunications services.Excellent verbal and written communication skills in English.Strong analytical and problem-solving abilities.Ability to work in a fast-paced, customer-focused environment.Proficiency in Microsoft Office and CRM systems.