وكلاء الدعم الفني لجنوب إفريقيا (تقني)

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The organization specializes in customized, consultative outsourcing solutions that address each client’s unique business needs and help them focus on their core operations. With a strong emphasis on cultural understanding, global coverage, and industry best practices, ETISAL International delivers high value, innovative services. The company prioritizes transparency, flexibility, integrity, and a passion for service, consistently working to enhance management and operational standards. ETISAL International values human capital and invests in advanced technologies to support first-class quality and exceed client expectations.

Role Description The Technical Support Agent (South Africa) role is a full-time, on-site position based in Cairo. The agent will handle inbound and outbound customer inquiries, provide technical support for products and services, and resolve issues efficiently through phone, email, and chat channels. Daily responsibilities include diagnosing technical problems, guiding customers through troubleshooting steps, escalating complex cases to higher support tiers, and documenting interactions in the ticketing system. The role also involves following established support procedures, meeting performance targets, and collaborating with team members and supervisors to improve service quality.

Qualifications

• Strong customer service and communication skills, including clear verbal and written English suitable for supporting South African customers.
• Ability to troubleshoot technical issues, work with basic software and hardware tools, and follow structured problem-solving steps.
• Comfort with call center or BPO environments, including handling high call volumes, using CRM or ticketing systems, and adhering to quality and productivity metrics.
• Adaptability to different customer needs and cultural contexts, with a professional and empathetic approach under pressure.
• Basic understanding of networking or telecommunications concepts is an advantage.
• Previous experience in technical support, customer support, or contact center roles is preferred but not mandatory.
• Willingness to work on-site in Cairo in rotating shifts, including evenings, weekends, and holidays if required.
• High school diploma or equivalent required; post-secondary education in IT, communications, or a related field is a plus.