Technical Contact Center Support Specialist (Cairo based)

Agoda
Cairo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Analytical mindset","Attention to detail","Structured problem solving","Customer service mindset","Communication"]

Support Agoda’s global contact center operations by troubleshooting contact center platforms and internal tools, resolving booking-related and system issues, and acting as an escalation point during incidents. Monitor routing and system performance, perform initial root-cause analysis, coordinate resolution with IT, Technology, Operations, vendors, and partners, and contribute to small improvement projects. Maintain incident playbooks and support documentation for contact center teams.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Agoda
Agoda
2 days ago

Technical Contact Center Support Specialist (Cairo based)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Support Agoda’s global contact center operations by troubleshooting contact center platforms and internal tools, resolving booking-related and system issues, and acting as an escalation point during incidents. Monitor routing and system performance, perform initial root-cause analysis, coordinate resolution with IT, Technology, Operations, vendors, and partners, and contribute to small improvement projects. Maintain incident playbooks and support documentation for contact center teams.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide first-level technical and operational support to the contact center via chat and email, including troubleshooting contact center tools and related systems.
  • •Handle escalations and incidents by investigating booking, system, and process issues, performing initial root-cause analysis, and coordinating complex escalations.
  • •Monitor contact routing and related systems to identify disruptions, performance issues, and operational risks; recommend corrective actions and support reliability improvements with vendors.
  • •Manage small contact center improvement projects, including requirements gathering, testing/coordination (including UAT), deployment support, and handover.
  • •Create and maintain documentation such as guidelines, SOPs, and incident playbooks; document recurring issues and lessons learned for knowledge sharing.

Key Requirements

  • •At least 2 years of experience in a contact center, IT support, or technical operations role, ideally supporting customer-facing teams or platforms.
  • •Hands-on experience with contact center or workforce tools (e.g., cloud-based contact center platforms, ticketing systems, reporting tools).
  • •Strong practical IT troubleshooting and optimization skills, including familiarity with common office applications and remote work tools.
  • •Experience working in data-centric environments, creating/reviewing reports, aggregating data, and using insights to identify problems and suggest solutions.
  • •Strong analytical mindset and attention to detail, with use of internal SQL query tools such as Tableau, Superset, or Metabase.
Experience:2+ years
Skills:Analytical mindsetAttention to detailStructured problem solvingCustomer service mindsetCommunication
Languages:English
Tech Stack:SQLTableauSupersetMetabaseTicketing systemsReporting toolsCloud-based contact center platforms

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn