• Provide technical support for customers, including troubleshooting issues, guiding users on product functionality, and coordinating repair or replacement processes • Deliver customer support and accurate documentation while following compliance and support procedures.

• First point of contact for customers in 1st-level support • Assist with hardware and software inquiries — by phone and in writing • Analyze technical issues • Document all support requests in the ticketing system • Support and maintain IT systems such as POS systems, routers, and PCs

• Monitors internal and external reports and take specific actions based on the information • Responds to client correspondence and email request for information • Maintains provider information • Re-prices claims using client contracts and systems • Creates, documents, and modifies processes for new and existing clients as needed • Participates in special ad hoc projects and program initiatives as assigned • Contributes to team effort by completing assigned projects on time • Receives feedback and adjusts work priority as necessary • Performs other duties as assigned

Role Description We are seeking a Customer Support Coordinator with strong technical expertise and problem-solving skills. The role serves as the first point of contact for international telecom clients, ensuring fast and accurate resolution of issues while maintaining high standards of customer service. This is a fully remote role, open to candidates based in Lebanon and Syria, offering stability, international exposure, and opportunities for professional growth. Tasks - Technical Support - Provide Tier 1 technical assistance via phone, email, and chat for server, network, and software-related issues. - Troubleshoot DNS, SSL, FTP, and other network protocol configurations. - Assist customers with technical solutions, installations, and usage guidance. - Incident Management - Accurately document all support interactions within CRM systems. - Escalate unresolved issues with detailed diagnostic information. - Maintain proactive and transparent communication with clients during the resolution process. - Process and Service Improvement - Contribute to the development of internal knowledge bases and technical documentation. - Identify recurring issues and propose improvements to enhance service delivery. - Participate in initiatives to streamline workflows and optimize customer support processes. Qualifications - Bachelor’s degree in IT, Telecommunications, or Computer Science. - Minimum of 2 years of technical support experience, preferably in telecom or IT infrastructure. - Technical proficiency in: - Network protocols (DNS, SSL, FTP) - CRM platforms - Remote support tools - Fluent English, both written and spoken. - Stable remote work setup, based in Lebanon or Syria. Requirements - Preferred - Professional certifications such as CCNA or CompTIA Network+. - Experience with telecom systems (VoIP, 5G, SD-WAN). - Arabic language proficiency. - Flexibility to provide occasional off-hours support. Benefits - 100% remote work arrangement, accessible from Lebanon or Syria. - Stable, long-term employment with clear career progression. - Exposure to international clients and multicultural teams. - Paid vacation and public holidays. - Annual training budget to support professional and technical development.