Service Desk Specialist - Workplace Services & On-Site Support

Job Description:The Service Desk Specialist for Workplace Services and On-Site Support is pivotal in securing new business across diverse markets and sectors. This position demands a profound understanding of our Employee Experience Portfolio, which encompasses Experience Management, Service Desk operations, Workplace Collaboration, On-site Support, and Hard…

Your Role:You will serve as the primary liaison for our esteemed customers and partners, ensuring their needs are promptly addressed.Proactively manage incoming support tickets within the established SLA, emphasizing clear communication, expectation management, and timely follow-ups to deliver an outstanding customer experience.Keep customers informed throughout the ticket lifecycle by sharing timely updates and next steps, even during investigations.Take complete ownership of the ticket lifecycle; if an issue cannot be resolved independently, you will collaborate with internal teams to ensure a resolution.Analyze markup languages and application logs to assist the development team in identifying and resolving product bugs.Work collaboratively across departments to champion customer needs effectively.

Job Overview:Join our dynamic team as a Data Operations & Support Specialist, where you will play a critical role in managing data processes on a daily basis. Your expertise will ensure the reliability, performance, and quality of our data systems. The ideal candidate will possess advanced SQL skills, a solid grasp of operational support workflows, and hands-on experience in monitoring and troubleshooting database and batch processing environments.Primary Responsibilities:Oversee and manage daily data loads, ETL jobs, and scheduled batch processes to guarantee timely execution.Diagnose, analyze, and troubleshoot data-related issues and system errors, collaborating with technical teams for prompt resolutions.Ensure data availability, integrity, and quality to meet business reporting and analytics requirements.Develop and refine operational runbooks, document procedures, and standard operating processes for data support activities.Work closely with data engineering, analytics, and infrastructure teams to address and resolve complex incidents.Engage in incident, problem, and change management processes, ensuring proper tracking and communication of issues and enhancements.Support performance tuning of database queries and job optimization to enhance system efficiency.

About UsWelcome to Foodics! We are a pioneering restaurant management ecosystem and payment technology provider that has transformed the industry since our inception in 2014. With our headquarters in Riyadh and a presence in five countries including the UAE, Egypt, Jordan, and Kuwait, we proudly serve clients and partners across over 35 nations globally. Our innovative solutions have facilitated the processing of more than 6 billion orders, establishing Foodics as one of the fastest-growing SaaS companies in the MENA region. We have also secured three rounds of funding, the latest being a remarkable $170 million in the largest SaaS funding round within MENA, enhancing our capabilities to better serve business owners.Role OverviewWe are on the lookout for a dedicated and enthusiastic Customer Onboarding Specialist to join our team in Egypt. In this pivotal role, you will empower our clients by delivering comprehensive training on our advanced POS platform and facilitating the smooth implementation and installation of our state-of-the-art devices.

Join Cross Border Talents as a Portuguese Customer Support Agent in Cairo, Egypt!We are looking for enthusiastic and skilled individuals to provide exceptional customer support. In this role, you will be responsible for addressing customer inquiries and providing effective solutions while maintaining high standards of service.Key Responsibilities:Manage inbound calls effectively, ensuring adherence to departmental standards and objectives.Deliver expert advice and accurate information to clients.Utilize company guidelines while creatively offering solutions tailored to customer needs.Resolve customer issues efficiently, escalating only when necessary.Document all cases clearly and concisely.Achieve schedule adherence goals established by the client.Occasionally make outbound calls for follow-ups on various issues.Navigate multiple applications during calls to assist customers.Decision-Making Authority:Resolve customer issues effectively.Address customer requirements proactively.

Join Cross Border Talents as an English Customer Support Agent in Cairo, Egypt!We are seeking enthusiastic and dedicated individuals to provide exceptional customer support to English-speaking clients. In this role, you will be the first point of contact for our customers, assisting them with their inquiries and ensuring their satisfaction.Key Responsibilities: Manage incoming calls while consistently meeting departmental standards and performance goals. Deliver expert advice and accurate information to customers. Utilize company protocols while employing innovative problem-solving techniques to address customer needs. Resolve customer inquiries efficiently, escalating issues only when necessary. Maintain detailed and clear documentation of all customer interactions. Adhere to scheduling requirements established by the client. Occasionally initiate outbound calls to follow up on various customer matters. Navigate multiple software applications during customer interactions. Decision-Making Authority: Resolve customer issues effectively. Address and fulfill customer requirements.

As a Lead Customer Success Engineer, you will play a pivotal role in steering the technical processes that enhance the customer journey, ensuring optimal customer satisfaction and success.Key Responsibilities:Deliver exceptional customer support for our range of products and services.Create and implement top-tier support strategies for our expanding customer base.Address client issues promptly, providing technical support until resolution.Document detailed processes to assist in issue resolution.Coordinate with other teams to secure additional resources needed to resolve issues effectively.Generate and share bi-monthly status updates and system health evaluations with clients.Comprehend project goals and desired outcomes thoroughly.Analyze complex customer technical requirements.Provide expert guidance on product utilization.Respond to customer inquiries via tickets and chat.Offer insightful feedback on customer needs and requirements to relevant internal stakeholders.Internal Collaborations:Support Team MembersProduct TeamServices TeamTesting TeamQuality TeamUI/UX TeamExternal Interactions:Engage with customers through our ticketing system.Please Note: The relationships outlined above are fundamental to the role and may be adjusted as necessary to meet business needs.

Join Cross Border Talents as a German Customer Support Agent in Cairo, Egypt!We are looking for enthusiastic individuals to provide exceptional customer service and expert guidance to our clients. As a part of our team, you will be responsible for:Managing inbound calls while consistently meeting departmental standards and objectives.Offering expert advice and accurate information tailored to customer needs.Applying company policies creatively to deliver effective solutions to customer inquiries.Resolving customer issues independently before considering escalation.Documenting cases clearly and concisely for future reference.Adhering to set schedules established by the client.Making follow-up calls to customers on various matters.Utilizing multiple applications during customer interactions.

Advansys is a forward-thinking solutions provider dedicated to delivering innovative, modular, and sustainable technology solutions designed to optimize operations, enhance customer experiences, and facilitate business modernization. With a team of over 400 adept engineers, we cater to more than 100 enterprise clients across 14 nations. Our expertise spans a diverse range of premium services, including Business Automation, Industrial Digitization, Low-Code Development, Cloud Services, Warehouse Automation, and Strategic Outsourcing.Established in 2014, Advansys operates under the umbrella of the INTRO Group, a private conglomerate founded in 1980 with investments across various sectors, including oil and gas, real estate, specialized engineering, financial investments, food, and manufacturing.Job Responsibilities:Provide technical assistance for RAID systems, addressing issues related to SQL & PL/SQL queries, Hive DB, Apache Spark jobs, and Python automation.Monitor system performance and proactively pinpoint areas for optimization in data pipelines, SQL queries, and Spark jobs.Troubleshoot data system issues, including Spark jobs, Hive DB, and SQL/PLSQL processes to ensure minimal downtime.Collaborate with development and data engineering teams to implement bug fixes, performance enhancements, and system upgrades.Conduct root cause analysis for recurring issues and offer long-term solutions.Assist in the integration of data, ETL processes, and workflows, ensuring efficiency across systems.Automate common support tasks using Python scripting and SQL automation.Manage and troubleshoot issues related to distributed data processing platforms like Apache Spark, ensuring all data jobs function correctly.Document incidents, troubleshooting steps, and solutions to create a knowledge base for internal teams.Collaborate with cross-functional teams, including Data Engineers, Analysts, and Developers, to deliver timely and effective support.Assist with deployments and system upgrades to minimize disruptions to ongoing operations.

Join Sutherland as a Customer Service Specialist in Cairo, Egypt, where you will play a crucial role in delivering exceptional service to our clients. Your primary responsibility will be to assist customers with inquiries, resolve issues, and ensure a positive experience. You will be part of a dynamic team that values professionalism and dedication.

We are seeking a highly skilled Senior Application Support Engineer to provide exceptional technical support for complex application issues, ensuring seamless business operations.Deliver advanced technical support for intricate application challenges, guaranteeing quick resolutions to minimize business disruptions.Thoroughly analyze and troubleshoot both functional and technical issues within supported applications, taking full ownership until resolution.Oversee incident and service requests while ensuring compliance with established service level agreements (SLAs).Conduct root cause analysis on incidents, documenting findings to facilitate future reference and improvement.Collaborate with cross-functional teams to effectively address and resolve application-related issues, enhancing overall system performance.Create and maintain comprehensive technical documentation, including user and troubleshooting guides, to support the team and users.Regularly perform software updates, patches, and maintenance on production applications to ensure optimal functionality.Provide training and mentorship to junior team members and other staff, fostering their technical skills.Proactively monitor application performance and availability, implementing measures to ensure high uptime.Participate in on-call support rotation as necessary, responding to urgent operational issues.

Join our dynamic team as a Customer Service Representative at Sutherland, where you will play a vital role in delivering exceptional service and support to our clients. This position offers an exciting opportunity to engage with customers, resolving inquiries and ensuring satisfaction through effective communication and problem-solving skills.

Job Purpose:As a Senior Technical Talent Acquisition Specialist, you will play a key role in strategically sourcing, attracting, and hiring elite technical talent that fuels our company's innovation and growth. Your expertise in talent acquisition will enable you to identify and engage highly skilled candidates, ensuring a recruitment process that aligns perfectly with our business objectives. You will collaborate closely with hiring managers to fully understand their requirements, devise effective recruitment strategies, and employ advanced sourcing techniques to create a strong pipeline of qualified candidates. By building robust relationships and staying informed about industry trends, you will greatly influence the development of our technical teams and contribute significantly to the overall success of the organization.Responsibilities: Oversee and manage the entire interview and selection process, including screening calls, assessments, and in-person interviews using specialized platforms. Utilize our Applicant Tracking System (ATS) to evaluate candidate data, encompassing their credentials and contact details. Analyze specialized skills and qualifications to effectively screen IT resumes. Conduct pre-screening calls to assess applicants' capabilities. Participate in technology conferences and meetups to network with IT professionals as required. Perform job and task analyses to accurately document job responsibilities and requirements. Stay updated on emerging technological trends and products.

Join our dynamic team at Sutherland as a Customer Service Agent. In this role, you will be the first point of contact for our customers, providing top-tier support and assistance. Your primary responsibilities will include resolving customer inquiries, addressing concerns, and ensuring customer satisfaction. You'll have the opportunity to work in a fast-paced environment while enhancing your communication and problem-solving skills.

About UsAt Foodics, we are pioneers in the restaurant management ecosystem and payment technology sectors. Established in 2014, with our headquarters in Riyadh and operations spanning five countries, including the UAE, Egypt, Jordan, and Kuwait, we proudly serve clients and partners in over 35 countries globally. Our innovative solutions have facilitated the processing of more than 6 billion orders, firmly positioning Foodics as one of the fastest-growing SaaS companies in the MENA region. Recently, we completed three funding rounds, securing $170 million in the largest SaaS funding round in MENA, significantly enhancing our capabilities to serve business owners effectively.Role OverviewThe Customer Renewals Specialist plays a crucial role in managing a diverse portfolio of clients, focusing on successful contract renewals, addressing issues proactively, and delivering ongoing value. This position transcends mere renewals, establishing you as a trusted partner in customer success, with a strong emphasis on preventing churn and retaining Annual Recurring Revenue (ARR).Key ResponsibilitiesManage customer renewals for an assigned portfolio, ensuring timely and successful closure of agreements.Foster proactive relationships with clients, serving as their primary contact.Conduct at least four structured health-check calls with each customer annually.Identify potential risks, dissatisfaction signals, and opportunities for expansion early.Collaborate with internal teams (Support, Product, Finance, etc.) to resolve customer issues effectively.Track and follow up on unresolved issues until complete resolution.Maintain precise customer data, renewal statuses, and risk indicators within CRM systems.Take ownership of churn reduction and ARR retention for your portfolio.Qualifications1–3 years of experience in Customer Success, Account Management, Renewals, or Support.Background in SaaS or subscription-based products is highly advantageous.Excellent communication skills in Arabic (English is a plus).Strong customer-centric approach paired with problem-solving abilities.Comfortable working with targets related to retention, churn, and ARR.Ideal Candidate TraitsFamiliarity with CRM tools (e.g., Salesforce).Experience with ticketing/support systems (e.g., Zendesk).Experience supporting clients in Saudi Arabia or the GCC region.What We OfferAt Foodics, we believe you will thrive!An inclusive and diverse culture that fosters innovation and flexibility.Highly competitive compensation packages, including bonuses and the potential for equity.Focus on personal development with regular training and annual learning opportunities.

Who Are WeWe Are Foodics! A premier provider of restaurant management solutions and payment technology. Established in 2014 with headquarters in Riyadh and operations across five countries, including the UAE, Egypt, Jordan, and Kuwait, we proudly serve customers and partners in over 35 countries worldwide. Our cutting-edge products have successfully managed over 6 billion orders to date, establishing Foodics as one of the fastest-growing SaaS companies in the MENA region. With three funding rounds completed, including a landmark $170 million raise, we are poised to enhance our innovation capabilities to better support business owners.About the RoleAs a Customer Retention Specialist, you will be instrumental in engaging with a substantial portfolio of long-tail customers, focusing on driving timely renewals, minimizing churn, and ensuring a seamless subscription experience. You will operate independently from our Customer Success team, emphasizing outbound communications, recognizing patterns, and implementing tactical customer interventions based on renewal triggers.Your Responsibilities Oversee a portfolio of approximately 500 accounts. Execute proactive outreach (via calls, emails, and CRM tasks) to customers nearing renewal. Assist customers throughout the renewal process, addressing common concerns and objections. Analyze and comprehend reasons for churn, such as business closures or service dissatisfaction. Collaborate across teams to resolve product or support-related issues impacting retention. Ensure accurate CRM records and track all stages of renewal in Salesforce. Monitor and analyze churn trends, proposing data-driven enhancements to outreach strategies. Achieve or surpass individual and team churn reduction objectives. Qualifications 2–4 years of experience in customer retention, inside sales, renewals, or customer success. Demonstrated success in decreasing churn or driving subscription renewals in a SaaS or tech-focused environment. Exceptional communication and objection-handling capabilities. Proficiency in managing a high volume of accounts with accuracy and empathy. Familiarity with Salesforce or equivalent CRM systems — ability to navigate and log updates independently. Analytical mindset with the capability to detect trends and recommend process improvements. Self-driven, organized, and resilient in a dynamic, metrics-driven team environment. Why Join UsWe believe you will thrive at Foodics! An inclusive and diverse culture that fosters innovation. Highly competitive compensation packages with bonuses and potential equity. ...

PetroApp is looking for an IT Help Desk Specialist based in Cairo. This position serves as the main contact for users needing technical support, handling a range of hardware and software issues as they arise. Role overview The IT Help Desk Specialist responds to support requests, troubleshoots technical problems, and guides employees through solutions. The role also involves assisting with ongoing IT projects to keep systems running smoothly across the organization. Key responsibilities Act as the first point of contact for technical support inquiries from employees Diagnose and resolve hardware and software issues Support IT projects as needed Help maintain productivity and efficiency by ensuring reliable IT services Location This position is based in Cairo, Cairo Governorate, Egypt.

Role overview Sutherland seeks a Customer Service Representative based in Cairo. This position focuses on assisting customers, handling their questions, and resolving issues for our clients. Daily work involves regular communication with people, so clear and supportive interaction is essential. What you will do Respond to customer inquiries through phone, email, or chat Address and resolve questions or concerns promptly Provide accurate information with a friendly approach Requirements Strong communication skills Ability to interact effectively with customers Comfort working in a busy setting Interest in assisting others with problem-solving

We are seeking a dedicated IT Help Desk Specialist to join our dynamic team at Ghobash Group in Cairo. In this role, you will be responsible for providing exceptional technical support to our staff and ensuring the smooth operation of our IT systems. Your ability to troubleshoot issues effectively and communicate clearly with users will be essential in maintaining high levels of customer satisfaction.

Join Sutherland as a Customer Service Agent and embark on an exciting journey to deliver exceptional support to our valued customers. In this role, you will be the first point of contact, assisting customers with their inquiries and providing solutions that enhance their experience. Your communication skills and dedication to customer satisfaction will play a crucial role in our success.