Muhammad Amr
@muhammadamr
I resolve VoIP, API, and SaaS support issues for B2B customers at ULTATEL.
EgyptWhat I'm looking for
At ULTATEL, I handle 20–30 B2B support tickets daily across email, CRM, and ticketing systems in a remote SaaS telecom environment.
I troubleshoot VoIP issues including SIP connectivity, call quality, call flows, PBX configurations, and number porting. I also support API-integrated workflows through cURL testing, response-error interpretation, endpoint validation, and developer documentation review.
I document troubleshooting and resolutions in CRM, collaborate with Billing, Technical, and Onboarding teams, and manage Tier 2 escalations against SLAs. Previously, I generated leads through cold calling and Mailchimp campaigns and created digital content for small business clients.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
ULTATEL
Apr 2024 - Present (2 years 5 months)
Handles 20-30 daily support tickets for B2B clients in a SaaS telecom environment, troubleshooting VoIP issues and supporting API-integrated workflows. Documents interactions in CRM and escalates complex cases to Tier 2 while maintaining SLA adherence.
Education
Degrees, certifications, and relevant coursework
Don Bosco Institute
Technical Diploma, Electrical Engineering
Earned a Technical Diploma in Electrical Engineering from Don Bosco Institute in 2018.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
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