Senior Support Engineer enhancing global customer service stability at Mondia Egypt. Responsible for technical integration, incident management, and service continuity in payment projects.
About the role
- Technical Support Analyst providing prompt customer assistance and troubleshooting solutions in a hybrid role. Collaborating with teams over various channels in the United Kingdom.
Responsibilities
- Providing prompt and courteous assistance to customers via various communication channels such as our support system, email, phone and team’s chat.
- Triaging incoming support tickets and enquiries, accurately assessing their urgency and severity.
- Troubleshooting technical issues and providing solutions or escalating to Tier 2 support as needed.
- Documenting customer interactions and resolutions in the support system for future reference.
- Following up with customers to ensure their issues have been resolved satisfactorily and providing any necessary additional assistance.
- Continuously updating your knowledge base and staying informed about product updates and changes to better assist customers.
Requirements
- 2+ Years of experience in a similar role.
- Strong communication and customer service skills.
- Experience of working in a support environment and knowledge of software systems are essential for the role.
- Ability to quickly learn new applications and technologies.
- Ability to follow internal procedures.
- Web technologies experience.
- Strong communication skills — especially under pressure.
- Ability to distil complex technical issues into clear, actionable communication for both technical and non-technical audiences.
- Awareness of Service Level Agreements (SLAs) and their role in ensuring timely and effective support delivery.
- Proficiency with support platforms (e.g., Salesforce, Jira, ServiceNow, Zendesk).
- Data-driven mindset — comfortable with reporting, dashboards, and performance metrics.
- A calm, decisive, and customer-obsessed approach to issue management.
Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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