Technical Support Specialist
TLDR
First-line contact for clients, resolving technical issues efficiently and delivering excellent support.
Overview
We are looking for a customer-focused Technical Support Specialist to join our team. You’ll be the first point of contact for clients, helping resolve technical issues efficiently while delivering an excellent support experience.
Key Responsibilities
- Provide customer-facing technical support via calls
- Troubleshoot issues related to integrations, API calls, and internal tools within SLA
- Perform technical triaging and clearly document issues for escalation to engineering when needed
- Collaborate closely with Onboarding, Activations, Content, and Customer Success teams
- Maintain accurate documentation, FAQs, and troubleshooting guides
- Work closely with direct managers to resolve the majority of customer issues
Requirements
- 1+ year of experience in a technical support or similar role
- Strong troubleshooting and problem-solving skills
- Experience using ticketing systems and soft-phone tools
- Basic understanding of APIs, integrations, and (preferably) POS or restaurant tech systems
- Excellent communication skills with the ability to simplify technical concepts
- Ability to thrive in a fast-paced, customer-facing environment
- Comfortable supporting customers across different regions and time zones
- Fluent in English and Arabic (experience supporting MENA customers over phone is a plus)
Preferred Profile
- Early-career professionals looking to grow in technical support
- Hands-on, detail-oriented, and proactive problem solvers
- Team players with a strong sense of ownership
Location
- Cairo
Grubtech builds a unified commerce engine tailored for the food and beverage industry, enabling businesses to manage and scale their operations across digital and physical channels seamlessly. Our platform integrates essential tools like online ordering, POS, and delivery solutions, serving clients from SMBs to enterprise brands in 18 diverse markets.