Customer Support Advisor

About the role

CEQUENS is a global, AI-powered customer engagement solutions provider offering APIs such as SMS, WhatsApp for Business, Voice and Push Notifications. It is hiring a Customer Support Advisor in Cairo to act as the first point of contact for its customers across phone, email, live chat and ticketing. The role covers 24/7 hours on rotational shifts with 2 days off, is hybrid in Cairo and is not remote.

Key responsibilities

• Provide first-line support by answering service inquiries, troubleshooting issues and guiding customers on product usage (SMS, WhatsApp, Voice, CPaaS platform).
• Log, classify and escalate tickets accurately in Freshdesk, following SLAs and the escalation matrix.
• Collaborate with Technical Support, Product, Billing and Operations teams to resolve complex cases while keeping ownership at first line.
• Follow up on open cases proactively to ensure timely resolution and high customer satisfaction.
• Maintain strong communication with customers during peak periods and on-call coverage.
• Contribute to the knowledge base by documenting recurring issues, FAQs and resolutions.
• Take part in ongoing training and product enablement.

Required profile

• Bachelor's degree in a relevant field (Business, Communication, Technology) or equivalent experience.
• 1 to 2 years of experience in a B2B customer-facing role, ideally in tech or telecoms.
• Strong communication, problem-solving and analytical skills, with the ability to handle multiple tasks and priorities.
• Passion for learning and continuous improvement of the customer experience.

Required skills

• Experience with CRM systems and data analysis tools is a plus.
• Experience with CPaaS platforms is a plus.