Telecom Customer Support Specialist - Remote

TekCom Resources Inc; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in telecommunications is seeking a Customer Support Specialist to provide exceptional support for broadband services. The role involves troubleshooting, collaborating with field technicians, and ensuring customer satisfaction through effective issue resolution. Ideal candidates will have strong technical skills and a customer-focused mindset.

Qualifications

• 2+ years of experience in technical support or customer service.
• Solid understanding of telco and broadband technologies.

Responsibilities

• Act as primary point of contact for customers experiencing technical issues.
• Analyze network logs and perform diagnostics to resolve issues.

Skills

Problem-Solving

Communication Skills

Customer-Focused

Education

High school diploma

Associate’s or Bachelor’s degree in Telecommunications

Tools

network monitoring tools

ticketing systems

Job description

Job Overview:

We are seeking a dedicated and knowledgeable Customer Support Specialist to join our client on the west coast. In this role, you will work closely with vendors and customers to troubleshoot, diagnose, and resolve a variety of customer issues related to provisioning, network connectivity, and broadband services. The ideal candidate will have a strong background in telecommunications and broadband services, with a passion for delivering exceptional customer service and support.

Key Responsibilities:

1. Customer Support: Act as the primary point of contact for customers experiencing technical issues related to provisioning, network connectivity, and broadband services.
2. Troubleshooting: Work with customers and field technicians to identify, diagnose, and resolve technical issues related to internet services, network performance, and hardware installations.
3. Field Technician Collaboration: Provide remote assistance to field technicians during service installations, repairs, and troubleshooting to ensure efficient issue resolution.
4. Issue Resolution: Analyze network logs, perform diagnostics, and utilize tools to resolve service disruptions, connectivity problems, and other technical issues quickly and effectively.
5. Provisioning Support: Assist customers with service activation, provisioning, and configuration of broadband equipment and services.
6. Documentation: Maintain accurate records of customer interactions, issues, and resolutions within the ticketing system to ensure consistent tracking of support cases.
7. Escalation: Effectively escalate unresolved or complex issues to higher-level technical teams or management when necessary.
8. Product and Service Knowledge: Stay updated on company products, services, and technology to provide knowledgeable support and guidance to customers.
9. Customer Education: Educate customers on best practices for optimizing their broadband services, troubleshooting minor issues, and understanding their network setup.

Qualifications:

1. Experience: 2+ years of experience in technical support or customer service within the telecommunications or broadband industry.
2. Technical Skills: Solid understanding of telco and broadband technologies, including fiber optics, DSL, cable internet, routers, modems, and networking protocols (e.g., TCP/IP).
3. Problem-Solving: Strong troubleshooting skills with the ability to analyze complex issues and provide clear, actionable solutions.
4. Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical customers.
5. Team Collaboration: Ability to work effectively with field technicians, engineering teams, and other support staff to resolve technical issues.
6. Customer-Focused: Demonstrated ability to provide outstanding customer service, ensuring customer satisfaction through timely issue resolution.
7. Technical Tools: Familiarity with network monitoring tools, ticketing systems, and diagnostic equipment.
8. Education: High school diploma or equivalent; Associate’s or Bachelor’s degree in Telecommunications, Networking, or a related field is a plus.

About us

Formed by industry veterans in 2005, TekCom Resources is a full-service national recruiting firm specializing in telecommunications and network infrastructure contracting and recruiting.

TekCom Resources, Inc. has extensive experience supporting clients in building successful teams for high-profile projects with tight timelines and budgets. Our vast network of industry contacts allows us to find the best talent. Along with our recruiting experience, our staff takes a hands-on approach in assisting hiring managers to achieve their goals and objectives.

Mission

As technical staffing experts, we are passionate and driven to provide top-notch talent to help our clients achieve their goals. We are also committed to assisting job seekers in finding the job and career path they have always wanted.

Diversity

TekCom Resources, Inc. is a WBENC Certified Women’s Business Enterprise.

TekCom Resources, Inc. is proud to be an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need. In keeping with this commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact: [e-mail]. We are compliant with the Fair Chance Ordinance as applicable and will consider all qualified applications for employment.