Customer Support Specialist

CEQUENS is a global, AI powered customer engagement solutions provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels. Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals. If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team

Key Roles and Responsibilities:

• Acted as the first point of contact for CEQUENS customers across multiple channels (phone, email, live chat, and ticketing).
• Provided first-line support by addressing service inquiries, troubleshooting issues, and guiding customers on product usage (SMS, WhatsApp, Voice, CPaaS platform).
• Ensured accurate logging, classification, and escalation of tickets in Freshdesk, following CEQUENS SLAs and escalation matrix.
• Collaborated with internal teams (Technical Support, Product, Billing, and Operations) to resolve complex cases while maintaining ownership and accountability at the first line.
• Delivered a high standard of customer service by proactively following up on open cases, ensuring timely resolutions, and driving customer satisfaction.
• Maintained strong communication with customers during peak periods and on-call coverage, balancing responsiveness and quality.
• Contributed to the knowledge base by documenting recurring issues, FAQs, and resolutions to support self-service and improve team efficiency.
• Participated in ongoing training and product enablement to stay current with CEQUENS portfolio, policies, and best practices in customer support.

This role is to cover 24/7 hours on rotational shifts, and 2 days off and is hyrbid based in Cairo. This is not a remote role.

Desired Candidate Profile

Required Skills and Experience:

• 2 to 4 years experience B2B customer facing role, ideally in a Tech/Telecoms business
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills, with the ability to identify and solve customer issues efficiently.
• Proactive and organized, with the ability to manage multiple tasks and prioritize effectively.
• Strong written and verbal communication skills, with the ability to document issues and communicate solutions clearly.
• Experience with customer relationship management (CRM) systems and data analysis tools is a plus.
• Experience & background on CPAAS platforms is a plus.
• Passion for learning and a desire to continuously improve customer experience

Education

Bachelor's degree in a relevant field (e.g., Business, Communication, Technology) or equivalent experience.