Customer Support AgentCustomer Support Agent at RAKT in Egypt

*Location: Egypt
Working Hours: 8 hours/day; working hours negotiable
Employment Type: Full-time *

About QuickSync
Our flagship product, QuickSync, is making waves in the e-commerce industry, helping thousands of businesses simplify and automate their operations. With 10,000+ businesses using the product and 1,000+ 5-star reviews, we are focused on building technology that genuinely makes sellers' lives easier.

We’re looking for a Customer Support Specialist based in Egypt who can combine strong communication skills with logical thinking, problem-solving, sales awareness, and crisis-management abilities.

This is not a conventional ticket-resolution role. You will work closely with customers, understand their problems, guide them through the product, identify recurring issues, and ensure they are getting the most value from QuickSync.

Key Responsibilities

• Customer Onboarding: Guide new customers through QuickSync and help them get started successfully.
• Customer Support: Respond to and resolve customer queries through the appropriate support channels.
• Problem Solving: Investigate customer issues, identify the root cause, and provide practical solutions or escalate issues when required.
• Proactive Account Checks: Routinely review customer accounts to identify potential issues before they become major problems.
• Customer Retention: Understand customer concerns, handle difficult situations professionally, and work toward positive outcomes.
• Feedback Collection: Collect customer feedback and identify recurring pain points, product gaps, and areas for improvement.
• Issue Analysis: Recognize patterns in customer issues and communicate meaningful insights to the relevant internal teams.
• Cross-functional Coordination: Work with Product, Engineering, Sales, and other teams when customer issues require further investigation.
• Sales Support: Identify opportunities where customers may benefit from additional QuickSync features or services and communicate these appropriately.
• Crisis Management: Handle urgent, frustrated, or high-priority customers calmly and effectively while maintaining a solution-oriented approach.

**** What We're Looking For**

• Essential
• Strong technical background or demonstrated technical aptitude, with the ability to understand product workflows, integrations, and technical issues at a granular level.
• Excellent written and verbal English communication skills.
• Strong logical thinking and problem-solving ability.
• Ability to diagnose customer issues systematically, identify root causes, and determine when escalation is required.
• Strong understanding of CRM systems, ticketing platforms, and customer-support workflows.
• Excellent customer-handling skills, patience, and the ability to communicate technical concepts clearly to non-technical customers.
• Ability to remain calm and effective while handling escalations, frustrated customers, and time-sensitive issues.
• Preferred
• Previous experience in Sales, Customer Success, Technical Support, or Account Management.
• Experience with e-commerce platforms and ecosystems, particularly Shopify, WooCommerce, Amazon, or similar platforms.
• Experience working with SaaS products, APIs, integrations, or other technical products.
• Experience identifying recurring customer issues and translating them into actionable feedback for Product/Engineering teams.

What Success Looks Like

• In this role, success is not simply about answering the maximum number of tickets.
• We expect you to:
• Solve customer problems efficiently rather than simply responding to them.
• Build trust and strong relationships with customers.
• Identify issues before customers have to report them.
• Think logically and investigate problems independently.
• Handle escalations without losing composure.
• Turn customer feedback into actionable insights for the team.
• Understand the product deeply enough to guide customers confidently.
• Recognize opportunities to improve customer adoption and retention.

Why join us?

• Passion & Fair Compensation: We're looking for individuals who love what they do.
• Stress-Free & Supportive: We have a no-BS, stress-free, non-toxic environment. Our workspace is all about support, encouragement, and keeping the vibe positive.
• Continuous Learning: Work on our flagship product QuickSync. No matter your experience level, there's always something new to master, offering you a path to constant professional development.
• Make Real Impact: Work on projects with a large, engaged user base of over 10k Businesses.