Job Summary

We are seeking a proactive and technically capable Call Center Agent / Customer Support Specialist. The role requires handling customer interactions across multiple channels while providing both general and technical support to students, tutors, and platform users. The ideal candidate should possess a strong ability to understand digital platforms, analyze customer needs, and resolve issues efficiently while ensuring a seamless user experience.

Job Requirements

Education: Bachelor’s Degree in Information Technology, Computer Science, Software Engineering, Information Systems, Electrical & Computer Engineering, or with related work experience.

Experience:

• 2-4 years experience in System Administration, Software Development, or related technical roles.

• Experience using call center systems, CRM tools, or remote support tools.

• Basic understanding of troubleshooting user issues in web or mobile applications.

• 6 months of experience in customer service, call center operations, or technical support.

• Experience in ed-tech platforms, digital services, or IT support environments is an added advantage.

Language

• Fluent in English (spoken and written).

• Fluent in Amharic. • Additional Ethiopian languages (e.g., Afaan Oromoo, Tigrinya) are a plus

Employment Type: Full-Time (Onsite)

Quantity Required: 1

Salary: as per company scale Required

Location: Gerji, Addis Ababa, Ethiopia

Duties and Responsibilities

• Manage high volumes of inbound and outbound communications in a professional manner.

• Provide accurate information and guidance regarding products, services, and company policies.

• Analyze, understand, and respond effectively to customer inquiries, suggestions, complaints, and feedback.

• Troubleshoot basic technical issues related to user accounts, platform navigation, content access, and system usage.

• Ensure timely resolution of issues, aiming for first-contact resolution whenever possible.

• Identify, document, and escalate complex technical or operational issues to the appropriate departments.

• Maintain accurate records of all interactions in the system for tracking and reporting purposes.

• Support onboarding and guidance of new users on how to use the platform effectively.

• Conduct follow-ups with customers to ensure issue resolution and customer satisfaction.

• Maintain a professional, empathetic, and solution-oriented approach in all interactions.

Skills & Competencies

• Strong communication skills (verbal and written) with excellent active listening ability.

• Ability to clearly understand user concerns and translate them into actionable insights.

• Strong analytical and problem-solving skills.

• Ability to handle customer complaints professionally and efficiently.

• Basic understanding of web-based systems and digital platforms.

• Ability to work under pressure and manage multiple customer interactions simultaneously.

• High attention to detail and accuracy in documentation.

How to Apply

Submit your application and CV along with supporting documents via email: AdilCGHR@outlook.com

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Job Requirements Bachelor's Degree in Information Technology, Computer Science, Software Engineering, Information Systems, Electrical & Computer Engineering or in a related field of study with relevant work experience. Duties and Responsibilities - Manage high volumes of inbound and outbound communications in a professional manner. - Provide accurate information and guidance regarding products, services, and company policies. - Analyze, understand, and respond effectively to customer inquiries, suggestions, complaints, and feedback. - Troubleshoot basic technical issues related to user accounts, platform navigation, content access, and system usage. - Ensure timely resolution of issues, aiming for first-contact resolution whenever possible. How to Apply Submit your application and CV along with supporting documents via email: AdilCGHR@outlook.com