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technical support agent

Archer Integrated Risk Management

<div>
 Job Details
 
 
 
 Description
 
 
 
 Technical Support Engineer, Technical Support
 
 
 For nearly 25 years, Archer has been a pioneer and a trusted global leader in delivering comprehensive compliance and risk management solutions to empower organizations to effectively navigate risks, ensure compliance, and achieve their business objectives. Our innovative GRC solutions are designed to provide companies with a clear, unified perspective on their risk landscape and enable data-driven decision-making and strategic planning. By leveraging cutting-edge technologies such as AI and risk quantification, we equip our clients to anticipate, adapt to, and overcome challenges in today&rsquo;s rapidly evolving market. At Archer, we don&rsquo;t just help organizations manage risk &mdash; we help our clients transform risk into a strategic advantage and turn uncertainty into opportunity. Learn more at www.ArcherIRM.com
 
 
 
 Responsibilities
 
 
 
 The ideal candidate will create and update Archer training presentations, lab environments and lab guides for both instructor-led classes as well as courses designed for self-paced study. Attention to detail and an ability to clearly convey technical topics to a non-technical audience is a must. Principal duties and Responsibilities:
 
 
 <ul>
 <li>
 Reviews technical solution articles for accuracy and completeness and give feedback to the authors.
 </li>
 <li>
 Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
 </li>
 <li>
 Understands and uses sphere of influence extending outside of the department.
 </li>
 <li>
 Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
 </li>
 <li>
 Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
 </li>
 <li>
 Validates technical information and issues early warning and disseminates information as needed.
 </li>
 <li>
 Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
 </li>
 <li>
 Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
 </li>
 <li>
 Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
 </li>
 <li>
 As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
 </li>
 <li>
 Works toward becoming subject matter expert in a particular area or areas.
 </li>
 <li>
 Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
 </li>
 <li>
 Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
 </li>
 <li>
 Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
 </li>
 <li>
 Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
 </li>
 <li>
 Effectively communicates procedural and technical issues to internal and external customers in a fast paced and Client critical environment.
 </li>
 <li>
 Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
 </li>
 <li>
 Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other CSEs and/or clients regarding technical solutions.
 
 
 </li>
 </ul>
 
 Required Experience And Skills
 
 
 
 <ul>
 <li>
 Customer Service skill.
 </li>
 <li>
 Troubleshooting skills.
 </li>
 <li>
 Interpersonal skills.
 </li>
 <li>
 Presentation skills.
 </li>
 <li>
 Technical Skills.
 </li>
 <li>
 Good knowledge of network fundamentals, protocols and troubleshooting utilities.
 </li>
 <li>
 Knowledge of Network Security Fundamentals
 </li>
 <li>
 Familiar with basics of information security (Encryption, certificates ... etc).
 </li>
 <li>
 SQL Database Knowledge and hands-on experience
 </li>
 <li>
 IIS and Web Services knowledge
 </li>
 <li>
 Knowledge of MS Active Directory and LDAP protocol.
 </li>
 <li>
 Linux administration Knowledge is a plus.
 
 
 </li>
 </ul>
 
 Other Duties
 
 
 
 Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice at management discretion based on business need.
 
 
 Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.
 
 
 If you need a reasonable accommodation during the application process, please contact talent-acquisition@archerirm.com. All employees must be legally authorized to work in Egypt or hold the required visa/permit. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.
</div>

Technical Support Engineer

<div>
 
 Introduction
 
 
 
 As a Technical Support Representative, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting of technical issues and problems, with variety of complexity, through deployment of solutions or workarounds to ensure the client satisfaction and minimize business impact. Your responsibilities will include direct communication with clients, analyzing diagnostic information, troubleshooting, problem recreation and debugging client IT environment issues to determine course of action and/or solutions. You create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. You coordinate and collaborate with Development, Services and Field teams to ensure technical solutions are relevant, timely and effective. You collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. You understand the client&rsquo;s business impact and technical needs and act as their trusted advisor for successful utilization of IBM products &amp; solutions.
 
 
 
 Your Role And Responsibilities
 
 
 
 <ul>
 <li>
 Provide hardware remote technical support, troubleshooting and analysis assistance for hardware installation (or reinstallation), usage, configuration questions and software installation for Lenovo PC products.
 </li>
 <li>
 Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
 </li>
 <li>
 Demonstrate excellent oral and written communication skills.
 </li>
 <li>
 Provide answers for general usage and operation questions.
 </li>
 <li>
 Provide problem determination / problem source Identification. Review diagnostic information to assist in isolation of a problem cause.
 </li>
 <li>
 Identify known defects and fixes to resolve problems.
 </li>
 <li>
 Identify suspected defects and engage escalation team to assist in resolution.
 </li>
 <li>
 Aid with questions regarding product documentation related to the supported products.
 
 
 </li>
 </ul>
 Interpret online manuals regarding Lenovo code and application interfaces.
 
 
 <ul>
 <li>
 Strong in soft skills and negotiation to handling customers escalations or complains.
 
 
 </li>
 </ul>
 Collaborate with other support centers and business units to provide seamless problem resolution.
 
 
 <ul>
 <li>
 Demonstrate proficiency in the hardware platform supported by maintaining applicable technical certifications.
 </li>
 <li>
 Supporting USA/CA customers, USA/CA time zone, Shift based/rotation, 24/7.
 
 
 </li>
 </ul>
 
 Required Technical And Professional Expertise
 
 
 
 <ul>
 <li>
 Excellent communication and problem-solving skills.
 </li>
 <li>
 Fluent in English is a must.
 </li>
 <li>
 0 &ndash; 2 years of experience in Technical Support or similar fields
 </li>
 <li>
 Expressing any certain aspect of the workplace to make it better &ldquo;Self-motivated &ldquo;.
 </li>
 <li>
 Handling off hours for business needs, whenever required.
 </li>
 <li>
 Lenovo PC products knowledge.
 </li>
 </ul>
</div>

PC Technical Support Representative (Chat)

ELSEWEDY ELECTRIC

<div>
 
 
 
 About us:
 
 
 
 
 
 
 
 Elsewedy Electric: Powering Progress, Empowering People
 
 
 
 
 
 For over 80 years,
 
 Elsewedy Electric
 
 has been a leading manufacturer of electrical products and solutions, operating in 19 countries with over 18,000 employees. We offer a diverse range of products across wire &amp; cable, electrical equipment, engineering &amp; construction, digital solutions, and infrastructure investments.
 
 
 Beyond our manufacturing prowess, we're passionate about creating a positive and empowering work environment for our team. We foster a culture of diversity, inclusion, and continuous learning, providing opportunities for professional development and career growth. Our commitment to employee well-being extends beyond compensation with initiatives promoting work-life balance and overall well-being.
 
 
 Join us and be part of a company that's not just powering progress, but empowering people to build a brighter future.
 
 
 
 
 
 This job opportunity is offered by
 
 Elsewedy Electric Graduate Development Program.
 
 The program is designed for Graduates with 0-2 years of experience. The program offers various job rotations, mentorships, coaching &amp; trainings. 2024 &amp; 2025 Graduates are welcomed to apply.
 
 
 
 
 
 
 
 Professional Experience Required
 
 
 
 <ul>
 <li>
 Hands-on experience with ticketing systems (e.g., Azure, Jira, ServiceNow) and incident management processes.
 </li>
 <li>
 Exposure to smart metering, prepaid metering, or embedded device solutions is a strong advantage.
 </li>
 <li>
 Basic experience in issue classification and escalation procedures across software, hardware, and firmware.
 </li>
 <li>
 Familiarity with remote diagnostics, data validation, and system monitoring tools.
 </li>
 <li>
 Strong communication skills with the ability to guide customers through troubleshooting steps clearly and effectively.
 </li>
 <li>
 Serve as the first point of contact for customers to capture and understand technical issues via email or WhatsApp.
 </li>
 <li>
 Classify, log, and track incidents (software, hardware, firmware, connectivity, etc.) using the Azure ticketing system.
 </li>
 <li>
 Perform basic troubleshooting and resolve straightforward technical issues promptly.
 </li>
 <li>
 Escalate complex cases to Level 2 support (software/hardware) with complete diagnostic details.
 </li>
 </ul>
 
 
 
 
 
 
 Requirements:
 
 
 
 <ul>
 <li>
 
 Academic Qualifications:
 
 Bachelor&rsquo;s degree in Electrical &amp; Machine Power Engineering, Mechatronics, Communication.
 </li>
 <li>
 
 Language Proficiency:
 
 Fluent in English (spoken and written)
 </li>
 <li>
 
 Years of Experience:
 
 0-2 Years of experience in the same field.
 </li>
 </ul>
 
 
</div>

Orange Business

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 Provide technical point of contact for customers&rsquo; incidents.
 
 
 &Oslash; Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
 
 
 &Oslash; Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
 
 
 &Oslash; Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
 
 
 &Oslash; Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
 
 
 &Oslash; Perform and own technical management escalations in line with company procedure and case excellence policy.
 
 
 &Oslash; Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative&Oslash; Ability to organize on spot calls with the customer and gather resources for such calls
 
 
 
 About You
 
 
 
 Skills / Qualifications:
 
 
 &Oslash; Excellent customer service skills
 
 
 &Oslash; Interpersonal and communication skills.
 
 
 &Oslash; Time management.
 
 
 &Oslash; Ability to work under pressure and deal with multiple tasks.
 
 
 &Oslash; Problem solving skills.
 
 
 &Oslash; Language skills French and english
 
 
 
 &iquest; Educational Background
 
 
 
 &Oslash; Bachelor of Science in Communications/Computer Engineering
 
 
 &Oslash; Cisco certificate (CCNA). (+)
 
 
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 <ul>
 <li>
 Provide comprehensive support to IBO Customers via the Service Excellence Process, including handling customer inquiries, incident and change management, troubleshooting, and resolution
 </li>
 <li>
 Manage both proactive and reactive incidents, ensuring consistent and high-quality service delivery to customers
 </li>
 <li>
 Serve as the primary point of contact for customers, delivering professional assistance and support
 </li>
 <li>
 Accurately log all incidents and inquiries promptly and efficiently
 </li>
 <li>
 Diagnose fault-related cases using software diagnostics and other relevant tools, aiming for proactive resolution
 </li>
 <li>
 Keep customers updated on the status of their inquiries and incidents, escalating internally when necessary to meet performance objectives
 </li>
 <li>
 Collaborate with internal departments and vendors to expedite fault resolution within defined SLAs
 </li>
 <li>
 Independently resolve most incidents across all services, taking ownership of incident management from creation to resolution
 </li>
 <li>
 Document all troubleshooting and incident management activities systematically using ticketing systems
 </li>
 <li>
 Ensure timely resolution of incidents by escalating to appropriate experts and management as needed
 
 
 </li>
 </ul>
 
 Skills Required
 
 
 
 
 About you
 
 
 
 <ul>
 <li>
 Excellent interpersonal and communication skills to effectively engage with clients and internal teams
 </li>
 <li>
 Ability to comprehend complex customer infrastructure and a strong understanding of services offered by Orange Business
 </li>
 <li>
 Exceptional customer service skills to address client needs and ensure satisfaction
 </li>
 <li>
 Proficient problem-solving abilities to identify and resolve issues promptly
 </li>
 <li>
 Capability to perform effectively under pressure and manage challenging situations
 </li>
 <li>
 Strong multitasking skills to handle multiple tasks concurrently
 </li>
 <li>
 Fluency in English to communicate proficiently with diverse stakeholders
 
 
 </li>
 </ul>
 
 Preferred Skills:
 
 
 
 <ul>
 <li>
 CCNA certification is a plus, demonstrating a foundational understanding of networking principles and technologies
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

Concentrix

<div>
 
 FOR GRADS WITH B2/C1 English and French level
 
 
 
 
 
 Join our team at Concentrix Alexandria immediately
 
 
 Location: Alexandria,smouha Matajer Mall
 
 
 -Paid Training
 
 
 -Salary up to 20K Gross for English
 
 
 30K Gross for French
 
 
 -Social and medical insurance
 
 
 FULLY COVERED
 
 
 -Transportation 24/7
 
 
 -Discounts
 
 
 -Bonuses
 
 
 
 
 
 Apply Now and join us immediately
 
 
 
 
 
 https://forms.office.com/r/Tq6KsEzQw6
 
 
 
 
 
 -Telecommunication Account
 
 
 -Radio Account
 
 
 -Food delivery Account
 
 
 -shopping Account
 
</div>

Customer Service Representative

Telda

<div>
 
 Job Overview:
 
 
 As a Team Leader, you will lead a team of agents, ensuring that they meet performance standards and effectively serve clients. You will be responsible for developing your team's skills, providing mentorship, and managing the team's overall performance. The role involves coordinating with both internal stakeholders and clients to ensure alignment with business goals and performance expectations.
 
 
 
 <ul>
 <li>
 Provides regular supervision and mentorship over subordinate staff
 </li>
 <li>
 Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
 </li>
 <li>
 Facilitates daily agent coaching and development sessions in both written and verbal format
 </li>
 <li>
 Participates in client related activities to include client calibration sessions and project planning
 </li>
 <li>
 Identify and address agent training needs
 </li>
 <li>
 Manage team&rsquo;s time entry to ensure 0% discrepancy rate
 </li>
 <li>
 Manage program specific performance standards (i.e. AHT, Quality Scores, CSAT, ART, FCR, etc.)
 </li>
 <li>
 Manage financial implications of attrition and attendance by maintaining program-specific goals
 </li>
 <li>
 Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
 </li>
 <li>
 Completion of weekly Team Manager Scorecard for review with CX-Manager
 
 
 
 
 
 </li>
 </ul>
 Other Related Duties
 
 
 
 <ul>
 <li>
 Diffuse irate customer calls as applicable
 </li>
 <li>
 Provide agent support via handling escalated calls, as needed
 </li>
 <li>
 Maintain up-to-date employee files and documentation
 </li>
 <li>
 Ensure high level customer service is being practiced by all subordinate staff
 
 
 
 
 
 </li>
 </ul>
 Bachelor&rsquo;s degree required.
 
 
 1-3 years of experience as a Team Lead.
 
 
 Proven Experience is a must.
</div>

Customer Experience Team Leader

Explore 891+ Technical support agent in Cairo this November. Find roles across top companies and apply now to boost your career.

891 technical support agent jobs IN Cairo

Technical Support Engineer

PC Technical Support Representative (Chat)

Technical Support Engineer

Technical Support Engineer

Technical Support Engineer

Customer Service Representative

Customer Experience Team Leader