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Technical Support Specialist

Scale Army

Job Overview

Location

Egypt

Job Type

Contract

Full Job Description

📋 Description

• Respond to customer inquiries through Slack, email, phone calls, and other communication channels with professionalism and timeliness.
• Provide timely updates to clients regarding ongoing operational issues, support requests, and system statuses.
• Monitor and manage multiple communication channels to ensure all support requests are acknowledged and addressed promptly.
• Troubleshoot basic technical issues related to surveillance cameras, access control systems, and operational support platforms.
• Escalate complex or advanced technical problems to internal engineering or technical teams when resolution is beyond scope.
• Document recurring technical issues and documented solutions to improve team efficiency and knowledge sharing.
• Log, organize, and track all support requests in a centralized system to maintain accurate records and ensure accountability.
• Maintain organized documentation of support cases, troubleshooting steps, and operational procedures.
• Coordinate follow-up actions to ensure timely resolution of customer issues and prevent escalation or delays.
• Assist operations teams with administrative tasks, communication follow-ups, and workflow coordination.
• Help streamline internal support processes to enhance responsiveness and operational visibility across teams.
• Ensure consistent, clear, and professional communication with clients to reinforce trust and service quality.
• Work within U.S. business hours (9 AM - 5 PM EST) to align with client time zones and support needs.
• Remain calm and focused in fast-paced, high-urgency situations while maintaining accuracy and attention to detail.
• Work independently with minimal supervision while actively collaborating with operations and leadership teams.
• Demonstrate proactive problem-solving by identifying patterns in support requests and suggesting process improvements.
• Uphold high standards of responsiveness, accountability, and customer-centric service in all interactions.
• Contribute to positive customer experiences by ensuring service updates are communicated clearly and promptly.
• Support the growth of a scaling security and operations company by enhancing the reliability and efficiency of customer support systems.

🎯 Requirements

• 1–3 years of experience in technical support, customer support, operations support, or similar client-facing roles
• Experience handling support communications across phone, email, chat, or Slack
• Previous experience in operational, technical, or service-based environments
• Strong communication and customer service skills
• Ability to troubleshoot and problem-solve in real time
• Comfortable learning and navigating technical platforms and systems

🏖️ Benefits

• Fully remote work arrangement
• Opportunity to work with a growing operations-focused security company
• Exposure to 24/7 live monitoring and physical security operations systems
• Direct collaboration with leadership and operations teams in a high-impact role

Skills & Technologies

Remote

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About Scale Army

Scale Army Careers is a remote-talent marketplace that sources, vets and places top sales, marketing and technical professionals across Latin America and Africa into full-time roles with high-growth U.S. companies. Operating under the same umbrella as Scale Army, the platform pairs candidates with vetted 40-hour-per-week engagements, provides onboarding guidance, monthly check-ins and equipment stipends, and channels consistently strong performers into progressively higher-impact opportunities to build long-term, dollar-based careers.

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