Customer Support Coordinator

Job Description: Customer Support Coordinator (Remote - Lebanon)

Type: Full-time Employee
Location: Fully Remote (Must be based in Lebanon)
Department: Global Helpdesk & Support

About Azurreo

Azurreo is a global outsourcing leader with 15+ years' expertise in telecommunications and IT infrastructure. We've delivered 250+ projects across 25+ countries, providing end-to-end solutions from strategic design to ongoing operations and support. Our fully remote, multicultural team is dedicated to driving innovation and delivering excellence through agile service delivery.

Your Mission: The Role

We are looking for a technically skilled and customer-focused Customer Support Coordinator to act as the primary liaison for our global telecom clients. Your mission is to ensure the rapid and effective resolution of complex technical issues, providing exceptional service that enhances customer satisfaction and strengthens our client partnerships—all from a fully remote environment.

Key Responsibilities: What You'll Do

Technical Support & Troubleshooting

• Provide Tier 1 technical support via multiple channels (phone, email, chat) for server, network, and software-related incidents
• Diagnose and troubleshoot issues related to DNS, SSL, FTP, and other critical network protocols
• Guide customers through technical solutions, including system installations, configurations, and best practices

Incident & Relationship Management

• Document every customer interaction and technical detail with precision in our CRM system
• Escalate complex, unresolved issues to senior technical teams with comprehensive diagnostic information
• Maintain proactive, clear, and empathetic communication with customers throughout the resolution lifecycle

Process Improvement & Knowledge Sharing

• Contribute to the development and maintenance of our shared knowledge base and technical documentation
• Identify trends in customer issues to pinpoint opportunities for service improvement
• Participate in initiatives designed to optimize support workflows and enhance customer experience

Your Profile: What You Bring

Essential Requirements (Must-Haves)

• Bachelor's degree in IT, Telecom, Computer Science, or related field
• 2+ years of professional experience in technical support or IT helpdesk role
• Demonstrable technical proficiency with:
• Network protocols (DNS, SSL, FTP, TCP/IP)
• CRM platforms (e.g., Salesforce, Zendesk)
• Remote support tools
• Strong written and verbal fluency in English (mandatory for global communication)
• Based in Lebanon with dedicated home office setup for full-time remote work

Preferred Qualifications (Nice-to-Haves)

• Professional certifications (e.g., CCNA, CompTIA A+/Network+)
• Experience within telecom sector (e.g., VoIP, 5G, SD-WAN)
• Proficiency in Arabic
• Natural problem-solver with proactive mindset and ability to learn quickly

Why Join Azurreo?

• 100% Remote Work: Permanent flexible remote arrangement within Lebanon
• Stable Employment: Long-term contract with growing international company
• Career Development: Clear pathway to senior technical and leadership roles
• Global Team: Collaborate with diverse, international team
• Paid Time Off: Generous vacation days plus public holidays
• Technical Growth: Annual budget for training and professional certifications

Ready to advance your technical support career with a global team?
Apply now with your CV and a brief note explaining why you're a great fit for this role.