Customer Support Coordinator - Remote

Overview

The Customer Support Coordinator will act as the primary liaison for global telecom clients, ensuring effective resolution of technical issues and enhancing customer satisfaction.

In Short

• Provide Tier 1 technical support via phone, email, and chat.
• Diagnose and troubleshoot issues related to DNS, SSL, FTP, and other network protocols.
• Guide customers through technical solutions and best practices.
• Document customer interactions and technical details in the CRM system.
• Escalate unresolved issues to senior technical teams.
• Maintain clear communication with customers throughout the resolution process.
• Contribute to the knowledge base and technical documentation.
• Identify trends in customer issues for service improvement.
• Participate in initiatives to optimize support workflows.
• Work from a fully remote environment based in Lebanon.

Requirements

• Bachelor's degree in IT, Telecom, or related field.
• 2+ years of experience in technical support or IT helpdesk.
• Proficiency in network protocols (DNS, SSL, FTP, TCP/IP).
• Experience with CRM platforms like Salesforce or Zendesk.
• Strong written and verbal English skills.
• Based in Lebanon with a dedicated home office setup.

Benefits

• 100% Remote Work with flexible arrangements.
• Stable employment with a long-term contract.
• Career development opportunities.
• Collaboration with a global team.
• Generous paid time off and public holidays.
• Annual budget for training and certifications.