L1 Support Engineer

We are looking forL1 Support Engineerto join our start-up, to provide enterprise-level assistance to our customers with 1-2 years of experience in providing Support for IT solutions preferably VoIP or PBX telephony applications.

About ZIWO

ZIWOis an Omni-channel Cloud Contact Center Software (CCAAS) that provides a straightforward solution for companies to talk to their clients over the Phone, WhatsApp, SMS...

ZIWO has readymade plugins with most CRM and is integrable with any app, thanks to an open API architecture.

ZIWO connects145 countriesglobally, including theGCC, so users can instantly expand their reach in new geographies.

Responsibilities

• Providing Chat/ Tickets Support to address the clients requests regarding the Usage of our Software.
• Ask customers targeted questions to quickly understand the root of the problem.
• Conduct remote troubleshooting to assist client with initial diagnosis.
• Recognizing and escalating more difficult problems to Tier 2 support.
• Diagnose and troubleshoot technical issues, including account setup and network connectivity etc.
• Report customer feedback and potential product requests.
• Follow up with clients to ensure their concerns are resolved.
• Flexible working hours to provide timely and accurate solutions.

Qualifications

• At least 1-2 years in a role with customer-facing IT Support Responsibilities.
• Ability to diagnose and troubleshoot basic technical issues.
• Excellent problem-solving and multitasking skills.
• Customer-oriented attitude and outstanding communication skills.
• Basic knowledge of Networking (ping, traceroute, pcap, etc)
• Bachelor's degree in Computer Science or any related engineering degree.
• EnglishandArabicboth are required.

We are proud to be anequal opportunityworkplace, we hire great people from a wide variety of backgrounds.