📍 Job Overview

Job Title: Customer Support Coordinator
Company: Azurreo
Location: Lebanon
Job Type: Full-Time, Remote
Category: Customer Support
Date Posted: June 11, 2025
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: Remote Solely

🚀 Role Summary

Serve as the first point of contact for customers, providing technical assistance and ensuring seamless experiences.
Troubleshoot and resolve issues related to server configurations, network performance, and software installations.
Collaborate with internal teams to escalate unresolved issues and ensure timely resolution.
Contribute to internal documentation, FAQs, and knowledge bases to improve support processes.
Analyze support patterns and suggest enhancements to service delivery.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to explain complex technical solutions in simple terms to non-technical users. Experience in a customer-facing technical role or a helpdesk environment would be beneficial.

💻 Primary Responsibilities

Customer Interaction: Handle customer inquiries via phone, email, and live chat, providing expert technical assistance and ensuring customer satisfaction.
Troubleshooting: Diagnose and resolve issues related to server configurations, network performance, and software installations, escalating unresolved issues to specialized internal teams as needed.
Documentation: Maintain detailed records of all customer interactions, steps taken, and resolutions within the CRM system.
Process Improvement: Contribute to internal documentation, FAQs, and knowledge bases to improve support processes and participate in internal training sessions.
Support Analysis: Analyze support patterns and suggest enhancements to service delivery, recommending improvements to support processes.

📝 Enhancement Note: This role requires strong analytical and problem-solving skills, as well as the ability to manage multiple support requests efficiently. Familiarity with CRM platforms and remote support tools is essential.

🎓 Skills & Qualifications

Education: Bachelor’s degree in IT, Telecommunications, Computer Science, or a related field.

Experience: 1-2 years of experience in technical support, IT helpdesk, or network support.

Required Skills:

Proficiency in server troubleshooting, CRM platforms, and remote support tools.
Knowledge of basic network protocols including DNS, SSL, and FTP.
Excellent written and verbal communication skills in English.
Strong analytical and problem-solving skills.
Ability to explain complex issues in a clear, user-friendly way.
Detail-oriented and able to manage multiple support requests efficiently.
Flexible and comfortable working across different time zones.

Preferred Qualities:

Background in telecom, networking, or customer-facing technical roles.
Experience with telecom-specific software and systems.
Familiarity with ITIL or similar service management frameworks.

📝 Enhancement Note: While not required, experience in a telecom-specific role or familiarity with telecom software and systems would be an asset in this position. Additionally, certification in ITIL or a similar service management framework could demonstrate a strong commitment to professional development in this field.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured resume highlighting relevant experience in technical support, IT helpdesk, or network support.
Examples of successful troubleshooting and issue resolution, demonstrating problem-solving skills and attention to detail.
Evidence of strong communication skills, such as customer testimonials or performance reviews.

Technical Documentation:

A list of relevant technical skills and certifications, if any.
A summary of experience in technical support, highlighting the number of tickets handled, resolution rates, and customer satisfaction scores.
Examples of process improvement initiatives or suggestions for enhancing support processes.

📝 Enhancement Note: While a traditional web portfolio may not be required for this role, demonstrating strong technical and communication skills through relevant examples and documentation can help candidates stand out during the application process.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Lebanon is typically between $1,500 and $2,500 USD per month, depending on experience and skills. This estimate is based on regional market research and industry standards for entry to mid-level technical support roles.

Benefits:

100% Remote Work – Collaborate globally while working from anywhere in Lebanon.
Competitive Salary.
Paid Time Off and Public Holidays.
Career Growth and Learning Opportunities in IT and Telecom.
Exposure to International Clients and Cutting-Edge Technologies.

Working Hours: Full-time, with flexible scheduling to accommodate different time zones and customer support needs.

📝 Enhancement Note: While the salary range provided is an estimate based on regional market research, the actual salary offered may vary depending on the candidate's skills, experience, and the company's internal compensation structure. Additionally, the benefits package may include other perks and incentives not explicitly listed in the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Azurreo specializes in full-cycle project delivery for the telecommunications sector, with a focus on telecom networks, services, and systems. This role will provide exposure to international clients and cutting-edge technologies in the telecom industry.

Company Size: Azurreo has a footprint in over 25 countries and has completed more than 250 successful projects, indicating a mid to large-sized company with significant global reach.

Founded: Azurreo was founded in 2005, with over 15 years of experience delivering innovative solutions in the telecommunications sector.

Team Structure:

The Customer Support team is the first line of contact for clients, providing technical assistance and ensuring seamless customer experiences.
The team collaborates with internal specialists, such as network engineers and software developers, to resolve complex issues and improve support processes.
The team works closely with the Sales and Project Management teams to understand client needs and ensure customer satisfaction.

Development Methodology:

Azurreo follows a structured approach to project delivery, from strategy and design to implementation, operations, and maintenance.
The Customer Support team follows ITIL or similar service management frameworks to ensure consistent and high-quality support.
The team uses CRM platforms and remote support tools to manage customer interactions and troubleshoot issues effectively.

Company Website: Azurreo

📝 Enhancement Note: Azurreo's focus on the telecommunications sector and global footprint provides unique opportunities for professional growth and exposure to international clients and cutting-edge technologies. The company's structured approach to project delivery and commitment to service management frameworks ensure a well-organized and efficient work environment for the Customer Support team.

📈 Career & Growth Analysis

Customer Support Coordinator Career Level: This role is an entry to mid-level position, offering an ideal starting point for IT professionals looking to grow in a dynamic, international, and remote-first environment. The role provides opportunities to develop strong communication, analytical, and problem-solving skills, as well as experience in customer support and process improvement.

Reporting Structure: The Customer Support Coordinator reports directly to the Customer Support Manager, who oversees the team's day-to-day operations and ensures customer satisfaction. The role may also collaborate with other internal teams, such as network engineers and software developers, to resolve complex issues.

Technical Impact: The Customer Support Coordinator plays a crucial role in ensuring customer satisfaction and maintaining Azurreo's reputation for excellence in the telecommunications sector. By providing expert technical assistance and contributing to process improvement initiatives, the coordinator helps drive customer success and support team efficiency.

Growth Opportunities:

Customer Support Specialist: With experience and demonstrated success in the Customer Support Coordinator role, professionals may advance to a Customer Support Specialist position, taking on more complex cases and mentoring junior team members.
Team Lead / Manager: Proven leadership skills and a track record of success in customer support may lead to opportunities for team leadership or management roles, overseeing the day-to-day operations of the Customer Support team and driving strategic initiatives.
Specialist Roles: Depending on the individual's skills and interests, opportunities may arise to specialize in specific areas, such as network performance optimization or software support.

📝 Enhancement Note: Azurreo's global footprint and commitment to customer success provide ample opportunities for professional growth and development in the Customer Support team. By demonstrating strong communication, analytical, and problem-solving skills, Customer Support Coordinators can advance to more senior roles or specialize in specific areas within the telecommunications sector.

🌐 Work Environment

Office Type: Azurreo operates as a remote-first company, with team members working from various locations around the world. The Customer Support team collaborates virtually using communication and project management tools to ensure seamless customer experiences.

Office Location(s): As a remote-first company, Azurreo does not have a physical office location. Team members work from their preferred locations in Lebanon.

Workspace Context:

Remote Collaboration: The Customer Support team uses collaboration tools, such as Slack or Microsoft Teams, to communicate and coordinate support efforts effectively.
Remote Troubleshooting: The team uses remote support tools, such as TeamViewer or Remote Desktop, to diagnose and resolve customer issues remotely.
Flexible Working Hours: The Customer Support team operates on a flexible schedule to accommodate customers in different time zones, ensuring 24/7 coverage and support.

Work Schedule: Full-time, with flexible scheduling to accommodate different time zones and customer support needs. The work schedule may vary depending on the team's coverage requirements and customer demand.

📝 Enhancement Note: Azurreo's remote-first work environment offers professionals the flexibility to work from their preferred locations in Lebanon, fostering a diverse and inclusive team culture. The use of collaboration and remote support tools ensures seamless communication and efficient troubleshooting, enabling the Customer Support team to provide high-quality assistance to international clients.

📄 Application & Technical Interview Process

Interview Process:

Phone / Video Screen: A brief phone or video call to assess communication skills and cultural fit.
Technical Assessment: A hands-on test or scenario-based exercise to evaluate troubleshooting skills and problem-solving abilities.
Behavioral Interview: A structured interview focusing on past experiences and behavioral examples to assess cultural fit and potential for success in the role.
Final Interview: A conversation with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role and the team.

Portfolio Review Tips:

Highlight relevant experience in technical support, IT helpdesk, or network support.
Provide examples of successful troubleshooting and issue resolution, demonstrating problem-solving skills and attention to detail.
Showcase strong communication skills through customer testimonials or performance reviews.

Technical Challenge Preparation:

Brush up on basic network protocols, such as DNS, SSL, and FTP.
Familiarize yourself with CRM platforms and remote support tools, such as those used by Azurreo.
Practice explaining technical solutions in simple terms to non-technical users.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Customer Support: Customer Service, Technical Support, Helpdesk, Customer Interaction, Customer Satisfaction
Troubleshooting: Issue Resolution, Problem-Solving, Diagnostics, Remote Support, Server Configuration
Communication: Written Communication, Verbal Communication, Customer Interaction, Stakeholder Management
Process Improvement: Process Analysis, Documentation, Knowledge Management, Service Delivery Enhancement
CRM Platforms: Salesforce, Zendesk, Freshdesk, HubSpot, Zoho
Remote Support Tools: TeamViewer, Remote Desktop, AnyDesk, LogMeIn Rescue, Bomgar

📝 Enhancement Note: Azurreo's interview process focuses on assessing communication skills, troubleshooting abilities, and cultural fit. By highlighting relevant experience and preparing for technical challenges, candidates can demonstrate their qualifications and increase their chances of success in the application process.

🛠 Technology Stack & Web Infrastructure

CRM Platforms:

Salesforce
Zendesk
Freshdesk
HubSpot
Zoho

Remote Support Tools:

TeamViewer
Remote Desktop
AnyDesk
LogMeIn Rescue
Bomgar

📝 Enhancement Note: Azurreo's use of CRM platforms and remote support tools enables the Customer Support team to manage customer interactions effectively and troubleshoot issues remotely. Familiarity with these tools can demonstrate a candidate's qualifications and accelerate the onboarding process.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Prioritize customer satisfaction and ensure seamless customer experiences.
Expertise: Maintain a deep understanding of telecom-specific software and systems to provide accurate and timely support.
Collaboration: Work closely with internal teams, such as network engineers and software developers, to resolve complex issues and improve support processes.
Continuous Learning: Stay up-to-date with the latest technologies and best practices in the telecommunications sector to enhance support quality and efficiency.

Collaboration Style:

Cross-Functional Integration: The Customer Support team works closely with other internal teams, such as Sales and Project Management, to understand client needs and ensure customer satisfaction.
Knowledge Sharing: The team encourages the sharing of expertise and best practices to improve support processes and drive customer success.
Mentoring and Coaching: Senior team members provide guidance and support to junior team members, fostering a culture of growth and development.

📝 Enhancement Note: Azurreo's Customer Support team values customer focus, expertise, collaboration, and continuous learning. By fostering a culture of knowledge sharing and mentoring, the team ensures high-quality support and drives customer success in the telecommunications sector.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Troubleshooting: Resolving complex technical issues that require collaboration with internal specialists and creative problem-solving.
Time Management: Balancing multiple support requests and prioritizing tasks efficiently to ensure customer satisfaction and team productivity.
Communication Barriers: Overcoming language barriers and cultural differences to provide effective support to international clients.

Learning & Development Opportunities:

Technical Training: Azurreo offers training and certification opportunities to enhance technical skills and stay current with the latest technologies in the telecommunications sector.
Soft Skills Development: The company provides workshops and resources to develop communication, leadership, and project management skills.
Career Progression: Azurreo offers opportunities for career growth and advancement within the Customer Support team or other internal teams, such as Sales, Project Management, or Engineering.

📝 Enhancement Note: Azurreo's technical challenges and learning opportunities provide Customer Support Coordinators with ample opportunities to develop their skills and advance their careers in the telecommunications sector. By embracing these challenges and seeking out development opportunities, professionals can grow both personally and professionally within the team.

💡 Interview Preparation

Technical Questions:

Network Protocols: Explain the purpose and function of basic network protocols, such as DNS, SSL, and FTP, and their role in troubleshooting customer issues.
CRM Platforms: Describe your experience with CRM platforms and how you have used them to manage customer interactions and resolve issues effectively.
Remote Support Tools: Demonstrate your familiarity with remote support tools and how you have used them to troubleshoot customer issues remotely.

Company & Culture Questions:

Customer Focus: Describe your approach to customer support and how you ensure customer satisfaction in a remote work environment.
Team Collaboration: Explain how you have worked with other internal teams, such as network engineers or software developers, to resolve complex customer issues and improve support processes.
Process Improvement: Provide an example of a process improvement initiative you have led or contributed to in a previous role, and discuss the outcomes and lessons learned.

Portfolio Presentation Strategy:

Customer Interaction Examples: Highlight examples of successful customer interactions, demonstrating your ability to resolve issues and ensure customer satisfaction.
Process Improvement Initiatives: Showcase process improvement initiatives you have led or contributed to, highlighting the positive impact on customer support quality and efficiency.
Technical Skills Demonstration: Provide examples of your technical skills, such as network protocol knowledge or remote support tool proficiency, and discuss how they have enabled you to resolve complex customer issues.

📝 Enhancement Note: Azurreo's interview process focuses on assessing communication skills, troubleshooting abilities, and cultural fit. By preparing for technical questions, company and culture questions, and portfolio presentation strategies, candidates can demonstrate their qualifications and increase their chances of success in the application process.

📌 Application Steps

To apply for this Customer Support Coordinator position:

Submit your application through the application link provided in the job description.
Customize your resume to highlight relevant experience in technical support, IT helpdesk, or network support, emphasizing problem-solving skills, communication abilities, and process improvement initiatives.
Prepare for the technical assessment by brushing up on basic network protocols, CRM platforms, and remote support tools. Practice explaining technical solutions in simple terms to non-technical users.
Research Azurreo's company culture, values, and mission to ensure a strong cultural fit and alignment with your professional goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions about the Customer Support Coordinator role at Azurreo. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Coordinator