Customer Support Coordinator
RemoteTurkey or Syria, Indiana, United States
Job Summary
Investigate technical support requests, troubleshoot software, account, connectivity, and platform issues using a structured approach, and gather necessary information to establish root causes. Manage support cases through ticketing systems, communicate technical explanations clearly to customers via email and chat, and escalate complex cases with sufficient diagnostic data for specialist teams. Follow escalated cases through to resolution, document findings accurately, and contribute to internal knowledge resources by identifying recurring problems. Work with operational colleagues to improve troubleshooting procedures. This role offers exposure to international telecommunications operations and structured training on Azurreo's global testing platform.
Required Qualifications
- practical knowledge of IT systems, software troubleshooting, networking or another closely related technical area
- methodical approach to problems
- ability to ask useful questions
- understanding of the difference between establishing evidence and guessing at a cause
- ability to explain technical information clearly
- professionalism when a customer is frustrated or a solution is not immediate
- full professional working proficiency in spoken and written English
- Arabic language proficiency
- comfort working with ticketing or CRM systems
- ability to maintain accurate case documentation
- ability to work reliably and independently in a fully remote environment
- current location in Syria or Türkiye
Desired Qualifications
- experience with Zendesk, Jira Service Management, HubSpot or similar platforms
- knowledge of DNS, HTTP/HTTPS, SSL, APIs, web technologies or telecom systems
- relevant IT or networking certifications
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