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Technical Support Engineer
Own first-line support workflow, resolving tier-1 issues while escalating complex cases as needed.
Remote
Junior
1 month ago
Nawy
Online real estate platform helping users search, compare, and purchase properties in Egypt with transparent pricing and expert guidance.
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Technical Support Engineer
We are looking for a dedicated Technical Support Engineer to join our team at Nawy Real Estate. The ideal candidate will be the first point of contact for users, providing top-notch assistance to ensure a seamless experience across all company platforms. You will handle initial inquiries, resolve common issues, and ensure that complex problems are correctly categorized and escalated to the technical team.
Responsibilities:
- Serve as the first point of contact for customer inquiries via ticketing systems, phone, email, or chat.
- Troubleshoot and diagnose common technical problems such as login errors, access issues, and navigation problems.
- Follow established workflows and troubleshooting scripts to provide effective solutions in a timely manner.
- Escalate complex or unresolved issues to the Senior Technical Support Engineer for deeper investigation.
- Document and maintain records of all interactions with clear categorization and priority to build a knowledge base.
- Educate users on product features, self-service resources, and FAQs to optimize their usage of the system.
- Meet SLA targets for first response and resolution times to maintain high customer satisfaction.
About Nawy
Online real estate platform helping users search, compare, and purchase properties in Egypt with transparent pricing and expert guidance.