Remote Telecoms Support Specialist

Placements24; Queenstown; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Medical coverage

Fully remote position

Paid training

Career advancement

Support for Queenstown region

Job summary

Placements24 is seeking a dedicated Remote Telecoms Support Specialist to join a virtual support team. This role provides first-line technical assistance and customer service for telecom services and equipment, working fully remotely from home.

The ideal candidate is empathetic, technically adept, with strong communication skills to troubleshoot and resolve a wide range of issues remotely. Flexible shifts including evenings and weekends are part of a rotational schedule.

Qualifications

• High school diploma or equivalent required; technical certification or associate's degree is a plus.
• Previous experience in customer or technical support, preferably telecom.
• Strong grasp of telecom services (broadband, VoIP, mobile data).
• Excellent troubleshooting for network and hardware issues.
• Clear verbal and written communication; able to explain technical concepts simply.

Responsibilities

• Provide remote technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot internet, voice, and hardware issues.
• Guide customers with step-by-step solutions and clear communication.
• Escalate complex issues to higher-level teams when needed.
• Document interactions, steps, and resolutions in the ticketing system.

Skills

Customer support

Troubleshooting

Remote support

Verbal communication

Written communication

Help desk software

Remote work equipment setup

Education

High school diploma or equivalent

Technical certification or associate's degree (plus)

Tools

Help desk software

Remote support tools

Job description

About the Role Our client, a leading telecommunications provider, is actively recruiting for a dedicated Remote Telecoms Support Specialist to join their virtual support team. This role is absolutely essential for providing first-line technical assistance and customer service to users experiencing issues with their telecommunications services and equipment. The ideal candidate will be empathetic, technically adept, and possess excellent communication skills, enabling them to effectively troubleshoot and resolve a wide range of technical problems remotely. This is a fully remote, work-from-home position, offering significant flexibility and the opportunity to contribute to maintaining high customer satisfaction standards across the nation, supporting users in areas like Queenstown.

Key Responsibilities

• Provide remote technical support to customers via phone, email, and chat for telecommunications services and equipment.
• Diagnose and troubleshoot issues related to internet connectivity, voice services, and hardware.
• Guide customers through step-by-step solutions, ensuring clear and patient communication.
• Escalate complex technical issues to higher-level support teams or relevant departments when necessary.
• Document customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Maintain a high level of customer satisfaction by providing timely and effective support.
• Identify common customer issues and provide feedback to the product and engineering teams for service improvements.
• Stay updated on product knowledge, service offerings, and troubleshooting techniques.
• Adhere to established service level agreements (SLAs) and company policies.

Requirements

• High school diploma or equivalent required; a technical certification or associate's degree is a plus.
• Proven experience in a customer support or technical support role, preferably in the telecommunications industry.
• Strong understanding of common telecommunications services (e.g., broadband internet, VoIP, mobile data).
• Excellent troubleshooting skills for network connectivity and hardware issues.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using help desk software and remote support tools.
• Ability to work independently, manage time effectively, and maintain a positive attitude in a remote work environment.
• Reliable high-speed internet connection and a dedicated workspace at home.
• Must be comfortable working flexible shifts, including evenings and weekends, as part of the rotational support schedule.

Benefits

• Our client offers a competitive salary, performance bonuses, and a comprehensive benefits package, including medical coverage.
• This is a fully remote position, offering excellent work-life balance and flexibility.
• Employees receive paid training and development opportunities to enhance their technical and customer service skills.
• Opportunities for career advancement within the support department are available.
• Join a team committed to delivering outstanding service to customers in regions including Queenstown.