وكيل دعم فني (اتصالات B2 إنجليزي)

Company Description TP Group, formerly known as Teleperformance, is a global leader in digital business services with nearly 47 years of experience. In response to the AI era and changing customer expectations, the company has evolved to offer sharper, more modern, and empathetic solutions. TP combines intelligent technologies with human-centric support to help clients deliver seamless customer experiences. The organization is future-focused, committed to innovation, and offers career opportunities in a dynamic, multicultural environment. Team members benefit from continuous learning, professional growth, and the chance to work with leading global brands.
Role Description This full-time Technical Support Agent (Telecom B2 English) role is an on-site position based in Cairo, Egypt. The role involves providing technical support to telecom customers, handling inquiries related to services, connectivity, devices, and account setup, and guiding customers through troubleshooting steps. Day-to-day tasks include diagnosing issues, escalating complex problems when necessary, documenting interactions accurately, and following established procedures to ensure efficient resolution. The Technical Support professional will collaborate with team leads and colleagues to maintain high customer satisfaction, adhere to quality standards, and meet performance targets. The role requires consistent use of B2-level English to communicate clearly with customers and internal stakeholders.
Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills to resolve telecom-related issues efficiently.
• Candidates should possess solid Analytical Skills to interpret data, identify patterns in recurring problems, and propose effective solutions.
• Candidates should possess proven Customer Support and Customer Satisfaction skills to manage inquiries professionally and maintain positive customer relationships.
• Candidates should possess clear verbal and written communication skills in English (minimum B2 level) and the ability to explain technical information in simple terms.
• Candidates should possess good time management, attention to detail, and the ability to work in a structured, target-driven environment.
• Relevant experience in telecom or technical support contact centers is beneficial, and familiarity with ticketing or CRM systems is an advantage.
• A high school diploma or equivalent is required; additional technical or IT-related certifications are considered a plus.