Youssef G.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
USF A. is an experienced Customer Service Representative with a background in the retail sales and B2B technical support industries in Cairo. At Alorica, USF A. delivers advanced technical support for business clients, emphasizing network infrastructure troubleshooting and utilizing OSVC (Oracle Service Cloud) to manage complex ticketing workflows. Previously at Concentrix, USF A. served as a Customer Service Trainer, leading a 5-week training program and facilitating high trainee engagement, as well as acted as an English Customer Service Agent, consistently resolving customer inquiries and earning a promotion to Senior Customer Service Agent within six months. USF A. demonstrates proficiency in problem-solving, technical support, and CRM software solutions, contributing to improved customer satisfaction and operational uptime in every role.
Experience
Tier 2 Technical Support Specialist
Alorica · 2025 — PresentProvided advanced technical support for business clients, focusing on network infrastructure and multi-device troubleshooting. Utilized OSVC (Oracle Service Cloud) to enhance ticketing workflows and ensure prompt resolution of technical concerns. Diagnosed and addressed hardware/software connectivity problems to maintain optimal operational uptime. Managed B2B technical escalations, communicating technical solutions clearly to professional stakeholders.Customer Service Trainer
Concentrix · 2025 — 2025Conducted a detailed 5-week training program for customer service, encompassing account-specific knowledge and key soft skills. Trained a varied group of trainees, customizing communication to meet diverse learning requirements. Facilitated interactive sessions to foster engagement and knowledge retention. Developed strong interpersonal and conflict resolution abilities, alongside enhancing public speaking skills and performance evaluation capabilities.English Customer Service Agent
Concentrix · 2024 — 2025Delivered outstanding customer support by efficiently resolving inquiries and maintaining high satisfaction rates. Strengthened communication abilities through consistent interaction with a variety of customers. Recognized as a top performer and advanced to Senior Customer Service Agent within six months.
Skills & Expertise
Education
- Communication and Electronics EngineeringHelwan University · 2021 — Present
Photos
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