Job Description
📢 Join Our Team as an IT Operations Coordinator at ZIWO – Based in Cairo 🌍
Are you a proactive, skilled professional with a passion for delivering exceptional technical support? ZIWO, the leading Cloud Contact Center Solution in the GCC, is looking for a dedicated IT Operations Coordinator to manage and elevate our technical support operations.
If you excel at troubleshooting, team leadership, and enhancing customer satisfaction, we want to meet you!
About ZIWO:
ZIWO is a global leader in Cloud Contact Center solutions, providing businesses with seamless, innovative ways to communicate with their customers. With a mission to enhance customer experiences, ZIWO empowers businesses to engage with customers from anywhere through a single, intuitive interface. We have a passionate team of over 80 employees, working together to redefine the future of customer support and communication.
Position Overview:
As the IT Operations Coordinator, you’ll lead the coordination between L1 & L2 Support Engineers, providing first-line technical assistance to customers and ensuring efficient escalation and resolution of complex issues. Your role will be instrumental in managing team performance, meeting key metrics, and continuously improving ZIWO’s cloud support experience.
Key Responsibilities:
- Lead and motivate a team of L1 Support Engineers, setting performance standards and fostering a collaborative work environment.
- Monitor and evaluate team performance, focusing on key metrics like Average Response Time, First Contact Resolution (FCR) rate, and Customer Satisfaction (CSAT).
- Conduct Onboarding / training sessions and mentor new the L1 Support Engineers to ensure they meet performance and support quality standards.
- Serve as the initial point of contact for customers with technical inquiries related to the ZIWO platform, troubleshooting basic issues, and guiding customers through product functionalities.
- Manage L2 escalations as a major part of the role, collaborating with support engineers, product teams, and developers to address complex technical issues that go beyond L1 capabilities, and escalate further as necessary to L3 if needed.
- Identify and implement improvements to streamline the support process, enhancing efficiency and customer satisfaction.
- Maintain and update knowledge base articles, FAQs, and troubleshooting guides to assist customers with self-service options.
- Ensure high standards of customer satisfaction through professional, prompt, and efficient service.
- Prepare regular reports on team performance and recurring issues for senior management, providing insights for potential improvements.
Skills, Qualifications & Experience:
- Technical Knowledge: Proficiency in cloud platforms, VoIP, networking, and SaaS solutions; experience with Freshdesk, Jira, and remote support software.
- Leadership & Communication: Strong communication skills in English and Arabic; proven experience in team leadership and handling escalations.
- Problem Solving: Analytical skills for troubleshooting networking, CRM integration, and cloud functionalities; experience in process improvements.
- Education & Experience:
- Bachelor’s degree in Computer Science, IT, or a related field.
- 3-4 years of technical experience, ideally in IT or telecommunications, with 1-2 years in a support leadership role.
What We Offer:
💰 Competitive salary
🤝 Collaborative work environment
📈 Opportunities for professional growth
Ready to make an impact? Apply today and help redefine customer experience at ZIWO!
