Telecoms Support Specialist

Placements24; United States; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund

Skills development

Supportive team

Job summary

Placements24 is seeking a diligent Telecoms Support Specialist to join the technical support team in a hybrid role. You will provide first-level support for internet, voice, and data services, guiding customers through troubleshooting steps while maintaining clear records in the CRM system.

The ideal candidate has strong communication skills, a solid understanding of broadband technologies, and the ability to work both independently and within a hybrid team.

Qualifications

• Proven experience in a technical support role, preferably within the telecoms industry.
• Strong understanding of broadband technologies, routers, modems, and VoIP systems.
• Excellent troubleshooting and problem-solving abilities.
• Effective communication and active listening skills.
• Ability to work independently and as part of a hybrid team.
• Familiarity with CRM software and ticketing systems.

Responsibilities

• Provide first-level technical support for telecommunications services via phone, email, and chat.
• Diagnose and resolve customer issues related to internet, voice, and data services.
• Escalate complex technical problems to senior support teams or relevant departments.
• Guide customers through troubleshooting steps and provide clear, concise instructions.
• Maintain accurate records of customer interactions and issue resolutions in the CRM system.
• Contribute to the knowledge base by documenting common issues and solutions.

Job description

About the Role

Our client is seeking a diligent and customer-focused Telecoms Support Specialist to join their technical support team in Queenstown . This hybrid role requires you to provide exceptional technical assistance to customers experiencing issues with their telecommunications services. You will be responsible for troubleshooting a wide range of problems, from connectivity issues to service configuration, ensuring timely and effective resolution. The ideal candidate is patient, possesses strong communication skills, and has a solid understanding of telecommunications technologies. You will be a key point of contact for customers, representing the company's commitment to service excellence.

Key Responsibilities

• Provide first-level technical support for telecommunications services via phone, email, and chat.
• Diagnose and resolve customer issues related to internet, voice, and data services.
• Escalate complex technical problems to senior support teams or relevant departments.
• Guide customers through troubleshooting steps and provide clear, concise instructions.
• Maintain accurate records of customer interactions and issue resolutions in the CRM system.
• Contribute to the knowledge base by documenting common issues and solutions.

Requirements

• Proven experience in a technical support role, preferably within the telecoms industry.
• Strong understanding of broadband technologies, routers, modems, and VoIP systems.
• Excellent troubleshooting and problem-solving abilities.
• Effective communication and active listening skills.
• Ability to work independently and as part of a hybrid team.
• Familiarity with CRM software and ticketing systems.

Benefits

• Competitive salary and potential for performance bonuses.
• Flexible hybrid work model, combining office and remote work.
• Comprehensive medical aid and retirement fund options.
• Opportunities for skill development and advancement within the support structure.
• A supportive team environment focused on customer satisfaction.