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Customer & Application Support Specialist with 8+ years of experience across home appliances, electronics retail, and SaaS accounting systems. Strong background in customer support, system guidance, escalation handling, reporting, and team coordination. Experienced in non-technical application support, bug reporting, and acting as a liaison between customers and development teams. Proven ability to manage high workloads, lead teams, and maintain high customer satisfaction.…Customer & Application Support Specialist with 8+ years of experience across home appliances, electronics retail, and SaaS accounting systems. Strong background in customer support, system guidance, escalation handling, reporting, and team coordination. Experienced in non-technical application support, bug reporting, and acting as a liaison between customers and development teams. Proven ability to manage high workloads, lead teams, and maintain high customer satisfaction.

Asmaa Abdel Moez

Social Media Manager, Content Creator, Content Producer, +2

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Customer & Application Support Specialist with 8+ years of experience across home appliances, electronics retail, and SaaS accounting systems. Strong background in customer support, system guidance, escalation handling, reporting, and team coordination. Experienced in non-technical application support, bug reporting, and acting as a liaison between customers and development teams. Proven ability to manage high workloads, lead teams, and maintain high customer satisfaction.…Customer & Application Support Specialist with 8+ years of experience across home appliances, electronics retail, and SaaS accounting systems. Strong background in customer support, system guidance, escalation handling, reporting, and team coordination. Experienced in non-technical application support, bug reporting, and acting as a liaison between customers and development teams. Proven ability to manage high workloads, lead teams, and maintain high customer satisfaction.

Available to hire

Customer & Application Support Specialist with 8+ years of experience across home appliances, electronics retail, and SaaS accounting systems. Strong background in customer support, system guidance, escalation handling, reporting, and team coordination. Experienced in non-technical application support, bug reporting, and acting as a liaison between customers and development teams. Proven ability to manage high workloads, lead teams, and maintain high customer satisfaction.

Skills

CRM

Jira

Experience Level

CRM

Intermediate

Jira

Intermediate

Language

Work Experience

Remote Technical Support Specialist - Help Desk Support

September 1, 2024 - Present

Guide users step-by-step through a cloud-based accounting SaaS system; identify technical issues and collect evidence (screenshots, videos) before escalating to developers. Follow up on reported issues and keep customers updated on resolutions. Handle inbound and outbound calls alongside a ticket-based support workflow. Observe issues using AnyDesk, assist with configurations, and support printer installation and setup. Work with CRM, Jira, Zendesk, Intercom, and 3CX to manage customer requests efficiently.

Social Media Moderator (Part-Time) at 2B Egypt

October 1, 2023 - August 1, 2024

Moderated customer comments across social media platforms; Responded to inquiries and complaints in a timely and professional manner; Escalated complex issues to relevant departments; Ensured compliance with community guidelines and brand tone. Supported customer experience improvements while working part-time alongside other roles.

Senior Online Sales Agent at 2B Egypt

July 1, 2018 - July 1, 2021

Sold mobile phones, laptops, home appliances, and various electronic products. Achieved and exceeded monthly sales targets repeatedly. Identified customer needs and recommended suitable products. Handled customer inquiries, orders, and after-sales support. Resolved customer issues according to company policies. Supervised and supported sales agents in daily operations; created shift schedules and monitored daily performance (calls, sales, attendance).

Call Center Representative at Wasla (Electrolux Egypt)

March 1, 2017 - May 1, 2017

Handled customer inquiries and home appliance malfunctions via guided troubleshooting steps. Registered service requests for maintenance and new device installations. Coordinated with technicians to ensure accurate issue reporting.