Customer Support Coordinator

📍 Job Overview

• Job Title: Customer Support Coordinator
• Company: AZURREO
• Location: Lebanon
• Job Type: Full-Time
• Category: Technical Support & Customer Service
• Date Posted: 2025-06-17
• Experience Level: Entry to Mid-Level (0-2 years)
• Remote Status: Remote (Lebanon)

🚀 Role Summary

• Serve as the primary point of contact for customers, providing expert technical assistance and ensuring seamless support experiences.
• Troubleshoot and resolve issues related to server configurations, network performance, and software installations.
• Collaborate with internal teams to escalate unresolved issues and drive service improvements.
• Analyze support patterns and contribute to internal documentation and knowledge bases.
• Work in a dynamic, international, and remote-first environment with exposure to cutting-edge technologies.

📝 Enhancement Note: This role is ideal for IT professionals seeking to grow in a global, customer-focused environment, with opportunities to develop technical and soft skills.

💻 Primary Responsibilities

• Customer Support: Handle customer inquiries via phone, email, and live chat, providing swift and effective solutions.
• Troubleshooting: Diagnose and resolve technical issues related to servers, networks, and software installations.
• Communication: Explain complex technical solutions in simple terms to non-technical users.
• Documentation: Maintain accurate records of customer interactions, steps taken, and resolutions within the CRM system.
• Process Improvement: Recommend enhancements to support processes and contribute to internal training sessions.
• Collaboration: Work closely with internal teams to escalate unresolved issues and drive service improvements.

📝 Enhancement Note: This role requires strong analytical and problem-solving skills, as well as the ability to manage multiple support requests efficiently.

🎓 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 roles.

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 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 Skills:

• Experience with telecom, networking, or customer-facing technical roles.
• Familiarity with telecom networks, services, and systems.
• Knowledge of additional network protocols and technologies.

📝 Enhancement Note: While not required, experience in telecom or networking roles can provide a strong foundation for success in this position.

📊 Web Portfolio & Project Requirements

• Customer Support Portfolio: Demonstrate your ability to handle customer inquiries and resolve technical issues through case studies or testimonials from previous roles.
• Troubleshooting Examples: Showcase your troubleshooting skills by providing examples of complex issues you've resolved and the steps you took to diagnose and fix them.
• Documentation Samples: Include samples of your documentation work, highlighting your attention to detail and ability to maintain accurate records.
• Process Improvement Initiatives: Highlight any initiatives you've led or contributed to that improved support processes or service delivery.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Lebanon is typically between 2,500,000 to 3,500,000 LBP (Lebanese Pounds) per month, depending on experience and qualifications. This is based on market research and regional adjustments for 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.

📝 Enhancement Note: The salary range provided is an estimate based on market research and regional adjustments for technical support roles in Lebanon. Actual compensation may vary based on individual qualifications and company policy.

🎯 Team & Company Context

🏢 Company Culture

Industry: Azurreo specializes in full-cycle project delivery for telecommunications, with a focus on network, services, and systems. This role will provide exposure to various aspects of the telecom industry and global clients.

Company Size: As a trusted global outsourcing partner with over 15 years of experience, Azurreo offers a stable and established work environment with opportunities for growth and learning.

Founded: Azurreo was founded in 2010, providing ample time for the company to develop its expertise and reputation in the telecom sector.

Team Structure:

• The Customer Support team is the first line of contact for clients, ensuring seamless technical assistance and customer experiences.
• The team works closely with internal specialists to escalate unresolved issues and drive service improvements.
• Collaboration with cross-functional teams, including design, implementation, and operations, is essential for delivering full-cycle project delivery.

Development Methodology:

• Azurreo follows a structured approach to customer support, ensuring swift and effective resolution of technical issues.
• The team uses CRM platforms to manage customer interactions and maintain accurate records.
• Internal documentation, FAQs, and knowledge bases are continuously updated to improve service delivery and support team performance.

Company Website: azurreo.com

📝 Enhancement Note: Azurreo's focus on full-cycle project delivery in the telecom sector provides a unique opportunity for candidates to gain exposure to various aspects of the industry and global clients.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry to mid-level position in customer support, focusing on technical assistance and troubleshooting. It provides an excellent foundation for growth in IT and telecom careers.

Reporting Structure: The Customer Support Coordinator reports directly to the Customer Support Manager, who oversees the team's performance and ensures seamless customer experiences.

Technical Impact: This role has a direct impact on customer satisfaction and service quality, as it is the first line of support for clients. Effective troubleshooting and resolution of technical issues contribute to positive customer experiences and drive service improvements.

Growth Opportunities:

• Technical Specialization: Develop expertise in specific areas of telecom, such as network performance or software installations, to advance your career in IT and telecom.
• Team Leadership: Demonstrate strong performance and leadership skills to progress to supervisory or management roles within the Customer Support team.
• Cross-Functional Collaboration: Collaborate with other teams, such as design or implementation, to gain exposure to different aspects of project delivery and drive service improvements.

📝 Enhancement Note: This role offers opportunities for growth in IT and telecom careers, with a focus on technical specialization, team leadership, and cross-functional collaboration.

🌐 Work Environment

Office Type: Azurreo operates as a remote-first company, allowing employees to work from anywhere in Lebanon.

Office Location(s): As a remote-first company, Azurreo does not have physical offices. Employees are expected to work from a suitable home office or co-working space.

Workspace Context:

• Remote Work: Enjoy the flexibility of working from home or a preferred co-working space, with the ability to create a comfortable and productive work environment tailored to your needs.
• Collaboration Tools: Utilize collaboration tools and platforms to communicate with the team, manage customer interactions, and maintain accurate records.
• Cross-Functional Interaction: Work closely with internal teams, including design, implementation, and operations, to deliver full-cycle project delivery and drive service improvements.

Work Schedule: The standard workweek is 40 hours, with flexibility for deployment windows, maintenance, and project deadlines. Employees are expected to be available during core business hours to ensure seamless customer support.

📝 Enhancement Note: Azurreo's remote-first work environment offers flexibility and the opportunity to create a personalized workspace tailored to individual needs and preferences.

📄 Application & Technical Interview Process

Interview Process:

1. Initial Screening: A brief phone or video call to discuss your background, experience, and motivation for the role.
2. Technical Assessment: A hands-on assessment or case study to evaluate your troubleshooting, problem-solving, and communication skills.
3. Behavioral Interview: A conversation-focused interview to assess your fit with Azurreo's company culture and customer support approach.
4. Final Decision: A review of your application, assessment results, and interview performance to make a hiring decision.

Portfolio Review Tips:

• Case Studies: Prepare detailed case studies demonstrating your ability to handle customer inquiries, troubleshoot technical issues, and drive service improvements.
• Documentation Samples: Include samples of your documentation work, highlighting your attention to detail and ability to maintain accurate records.
• Process Improvement Initiatives: Highlight any initiatives you've led or contributed to that improved support processes or service delivery.

Technical Challenge Preparation:

• Troubleshooting Scenarios: Practice troubleshooting common technical issues related to servers, networks, and software installations.
• Communication Skills: Brush up on your communication skills, ensuring you can explain complex technical solutions in simple terms to non-technical users.
• Time Management: Develop your time management skills to handle multiple support requests efficiently and effectively.

ATS Keywords: (Organized by category)

• Customer Support: Customer Service, Technical Support, Customer Experience, Customer Satisfaction, Customer Relationship Management (CRM)
• Troubleshooting: Server Troubleshooting, Network Troubleshooting, Software Troubleshooting, Problem-Solving, Root Cause Analysis
• Communication: Written Communication, Verbal Communication, Customer Communication, Non-Technical Communication, Technical Explanation
• Documentation: Record-Keeping, Documentation, CRM, Knowledge Base, Internal Documentation, FAQs
• Process Improvement: Service Improvement, Process Enhancement, Support Process, Customer Support Process, Internal Training
• Analytical Skills: Problem-Solving, Root Cause Analysis, Support Pattern Analysis, Service Delivery Enhancement
• Soft Skills: Communication Skills, Teamwork, Collaboration, Adaptability, Time Management, Detail-Oriented, Flexibility

📝 Enhancement Note: Azurreo's interview process focuses on evaluating your technical skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer support and troubleshooting.

🛠 Technology Stack & Web Infrastructure

As a Customer Support Coordinator, you will work with the following technologies and tools:

Customer Relationship Management (CRM) Platforms:

• Familiarize yourself with CRM platforms to manage customer interactions and maintain accurate records.
• Examples: Salesforce, Zendesk, HubSpot Service Hub, or similar platforms.

Remote Support Tools:

• Utilize remote support tools to troubleshoot and resolve technical issues for customers.
• Examples: TeamViewer, Remote Desktop, or similar tools.

Network Protocols:

• Develop a strong understanding of basic network protocols, including DNS, SSL, and FTP.
• Familiarize yourself with additional network protocols and technologies as needed.

📝 Enhancement Note: While this role does not require extensive knowledge of web development or server administration technologies, a solid understanding of network protocols and remote support tools is essential for success.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Prioritize customer satisfaction and strive to deliver seamless technical assistance and support experiences.
• Expertise: Develop and maintain a strong technical knowledge base to effectively troubleshoot and resolve customer issues.
• Communication: Communicate clearly and effectively with customers, internal teams, and stakeholders to drive service improvements and customer satisfaction.
• Adaptability: Remain flexible and responsive to changing customer needs and support patterns, continuously improving service delivery.

Collaboration Style:

• Teamwork: Work closely with internal teams, including design, implementation, and operations, to deliver full-cycle project delivery and drive service improvements.
• Knowledge Sharing: Collaborate with your team to share technical knowledge, best practices, and support strategies.
• Continuous Learning: Stay up-to-date with the latest trends and developments in customer support, telecom, and IT to enhance your skills and contribute to service improvements.

📝 Enhancement Note: Azurreo's customer support team values a customer-focused, collaborative, and continuous learning approach to delivering seamless technical assistance and support experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Troubleshooting: Develop your ability to diagnose and resolve complex technical issues, working with customers and internal teams to drive service improvements.
• Customer Communication: Enhance your communication skills to explain complex technical solutions in simple terms to non-technical users.
• Process Improvement: Identify and address inefficiencies in support processes, contributing to internal training sessions and service delivery enhancements.

Learning & Development Opportunities:

• Technical Specialization: Develop expertise in specific areas of telecom, such as network performance or software installations, to advance your career in IT and telecom.
• Leadership Development: Demonstrate strong performance and leadership skills to progress to supervisory or management roles within the Customer Support team.
• Cross-Functional Collaboration: Collaborate with other teams, such as design or implementation, to gain exposure to different aspects of project delivery and drive service improvements.

📝 Enhancement Note: Azurreo's customer support role offers opportunities for growth in IT and telecom careers, with a focus on technical specialization, leadership development, and cross-functional collaboration.

💡 Interview Preparation

Technical Questions:

• Troubleshooting Scenarios: Prepare for hands-on assessments or case studies that evaluate your ability to diagnose and resolve technical issues related to servers, networks, and software installations.
• Customer Communication: Brush up on your communication skills, ensuring you can explain complex technical solutions in simple terms to non-technical users.
• Process Improvement: Develop your analytical and problem-solving skills to identify and address inefficiencies in support processes and drive service improvements.

Company & Culture Questions:

• Customer Support Approach: Research Azurreo's customer support approach and be prepared to discuss how you would contribute to delivering seamless technical assistance and support experiences.
• Team Dynamics: Familiarize yourself with Azurreo's team structure and be prepared to discuss how you would collaborate with internal teams to drive service improvements and customer satisfaction.
• Company Culture: Understand Azurreo's company culture and be prepared to discuss how you would contribute to a positive, collaborative, and customer-focused work environment.

Portfolio Presentation Strategy:

• Case Studies: Prepare detailed case studies demonstrating your ability to handle customer inquiries, troubleshoot technical issues, and drive service improvements.
• Documentation Samples: Include samples of your documentation work, highlighting your attention to detail and ability to maintain accurate records.
• Process Improvement Initiatives: Highlight any initiatives you've led or contributed to that improved support processes or service delivery.

📝 Enhancement Note: Azurreo's interview process focuses on evaluating your technical skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer support and troubleshooting.

📌 Application Steps

To apply for this Customer Support Coordinator position:

1. Submit Your Application: Visit azurreo.com and submit your CV via the website.
2. Prepare Your Portfolio: Tailor your portfolio to highlight your customer support, troubleshooting, and process improvement skills, with a focus on case studies, documentation samples, and customer testimonials.
3. Research the Company: Familiarize yourself with Azurreo's customer support approach, team structure, and company culture to ensure a strong fit with the role and organization.
4. Prepare for Technical Assessment: Brush up on your troubleshooting, communication, and problem-solving skills to excel in hands-on assessments or case studies.
5. Practice Interview Questions: Prepare for behavioral interviews by reflecting on your customer support experiences, team dynamics, and process improvement initiatives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Azurreo before making application decisions.