Technical Support Specialist - Octopus by Robusta

Robusta Technology Group (RTG) is a key driver of digital transformation by providing a holistic tech ecosystem. RTG works with its local and international partners to help build digital customer experiences, establish engineering hubs and build ventures across multiple industries and domains. In this pursuit, RTG serves as a catalyst for impact and growth through events, spaces and content focused on creating impact and growth across the different interactions.

Octopus is proud to be part of the Robusta Technology Group (RTG), a leading tech consultancy group. With a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America, RTG has established itself as a preferred employer in the Egyptian market. Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe.

Requirements

One of our leading regional consumer commerce platform partners is seeking to hire a proactive and customer-focused Technical Support Specialist to serve as the first point of contact for users experiencing technical issues. In this role, you will handle support inquiries via phone, email, or chat, troubleshoot routine software and network problems, and escalate more complex issues to the appropriate teams

Key Responsibilities :

• Serve as the initial contact for users seeking technical assistance via phone, email, or chat.
• Log all support requests clearly and accurately in the ticketing system.
• Troubleshoot basic product, software, and network issues.
• Provide clear and user-friendly guidance to resolve technical problems.
• Escalate complex or unresolved issues to second-line or specialized support teams.
• Follow up on open tickets and ensure timely resolution or escalation.
• Maintain knowledge base articles and contribute to documentation for recurring issues.
• Assist with account setup, password resets, and access requests.
• Ensure adherence to company IT policies and security protocols.

Qualifications :