Technical Support Engineer

Job Title: Technical Support Engineer Experience: 1 - 3 years Location: New Cairo, Egypt Roles & Responsibilities:

• Deliver voice, email, and chat-based technical support.
• Conduct online demos and customer training.
• Requirement gathering and analysis.
• Perform in-depth systematic troubleshooting!
• Respond to RFI requests and timely follow up with contacts.
• Engage with various teams within Zoho to help gather information and solve technical problems.
• Flexible to travel within the country.
• Deliver accurate and timely solutions to customers.

Requirements

• Keen to learn new technologies.
• Passionate to learn and grow together.
• Excellent in written and spoken English.
• Basic knowledge of MySQL.
• Experience working with REST APIs.
• Basic understanding of HTML, CSS, Javascript & API.
• Basic knowledge of popular shop systems such as Magento, Shopware, Shopify, etc.
• Good problem-solving skills and customer-focused attitude.
• Having 1 Year or more experience in a client-facing role.
• Perform Configuration changes to fulfil customer requests.
• Ability to reproduce, document, and communicate bugs to developers and customers.
• Troubleshoot issues to identify the root cause of a behavior and next steps to solve the problem.
• Qualification in the IT field or related technical discipline preferred.
• Multitask across systems and applications, analyse and resolve a variety of technical issues, and comfortably navigate an environment of Windows, Mac OSX, Servers, and Mobile Devices.
• Work accurately in a fast-paced, hectic, ever-changing environment with strong attention to detail.
• Ensure a high level of end-user satisfaction through ownership, resolution, and appropriate escalation of issues and support tickets.