Job Overview
Location
Egypt
Job Type
Contract
Category
Customer Support
Date Posted
May 16, 2026
Full Job Description
đź“‹ 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
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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