Associate Customer Support Engineer

Unifonic
Amman, Cairo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Problem-solving","Communication","Presentation","Self-motivation","Independence"]

Join the Client Services team to provide 1st and 2nd line support to customers via email, phone, and remote connections. Triage complex issues within service levels, monitor performance and handle issue tracking, and support escalations with timely updates. You’ll also train clients on product and integrations, maintain best-practice processes and operational documentation, and coordinate with cross-functional teams to deliver a consistent customer experience.

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FursaFursa
Unifonic
Unifonic
1 year ago

Associate Customer Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Join the Client Services team to provide 1st and 2nd line support to customers via email, phone, and remote connections. Triage complex issues within service levels, monitor performance and handle issue tracking, and support escalations with timely updates. You’ll also train clients on product and integrations, maintain best-practice processes and operational documentation, and coordinate with cross-functional teams to deliver a consistent customer experience.
Location: Amman, Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide 1st and 2nd line support to clients via email, phone, and remote connections to resolve complex issues.
  • •Execute day-to-day operational activities including reports, monitoring project performance, and issue tracking.
  • •Ensure availability of technical infrastructure, systems, products, and services for customers.
  • •Deliver in-depth training on areas of expertise, product knowledge, and integrations.
  • •Support project plan implementation, follow up on customer escalations, and assist other agents with progressing tickets.

Pay and Benefits

Equity and Bonus:Equity
Perks:Remote WorkPaid LeaveParental Leave

Key Requirements

  • •2+ years of recent experience in client services-related roles, preferably in the tech industry.
  • •Good knowledge of technical infrastructures, including networks, servers, software, and database administration/maintenance.
  • •Strong problem-solving skills with the ability to work under high client/department demand.
  • •ITIL Certification.
  • •Bachelor’s degree in Engineering, Software, or another IT-related field.
Experience:Tech industry
Education:Bachelor's in Engineering, Software, or other IT-related fields
Skills:Problem-solvingCommunicationPresentationSelf-motivationIndependence
Certifications:ITIL
Tech Stack:CPaaSITILEmailPhoneRemote connectionNetworksServersSoftwareDatabase administration

Company Brief

Unifonic
Provides a customer communication platform that helps businesses send SMS, WhatsApp, voice, and other omnichannel messages through APIs and workflow tools. Serves enterprises seeking to automate marketing, support, and transactional communications across the Middle East and beyond.
Industry: API Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Riyadh, Saudi Arabia
Founded: 2006
WebsiteLinkedIn