Technical Customer Support Executive

LucidyaRemote — Cairo, Cairo Governorate, Egypt

Remote Full-time

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Experience Level

Experience

Qualifications

RequirementsBachelor’s degree in Computer Science, Information Technology, or a related discipline. A minimum of 2 years of experience in technical customer support or a similar role, ideally within SaaS or technology environments. A solid understanding of software applications, APIs, and cloud platforms. Outstanding communication and interpersonal abilities with a knack for explaining technical concepts to non-technical users. Proven ability to troubleshoot and diagnose issues in a systematic manner. Experience with CRM systems and customer support tools such as Zendesk, Freshdesk, or Jira Service Desk. Exhibit patience, empathy, and a customer-first mindset. Capability to work both independently and collaboratively within a team setting. Openness to learning and adapting in a rapidly changing technical landscape. Fluency in English; proficiency in additional languages is a plus.

About the job

The perfect candidate is enthusiastic about technology, possesses robust problem-solving abilities, and thrives in delivering superior customer service in a dynamic environment.

Key Responsibilities

Respond efficiently to customer inquiries via phone, email, and chat, demonstrating technical expertise and professionalism.
Troubleshoot and resolve technical issues relating to Lucidya’s platform.
Assist customers in navigating product features, sharing best practices, and optimizing configuration settings for maximum benefit.
Document and escalate complex technical issues to development or engineering teams for in-depth analysis.
Keep comprehensive records of customer interactions, issues, and solutions in CRM systems.
Work collaboratively with product, engineering, and quality assurance teams to relay customer feedback and advocate for enhancements.
Help in developing and maintaining support documentation, FAQs, and knowledge bases.
Stay informed about product updates, new features, and industry trends to provide accurate and useful guidance.

About Lucidya

Lucidya is at the forefront of transforming customer experience through cutting-edge AI technology. We are dedicated to creating an inclusive and dynamic work environment that fosters innovation, teamwork, and personal growth. Our mission is to leverage data-driven insights, empowering businesses to enhance their customer interactions and drive success.

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