Remote Telecommunications Support Specialist

Placements24; Vereeniging; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Fully remote work arrangement

Competitive salary

Health, dental, and vision insurance

Generous paid time off

Job summary

Placements24 is seeking a proactive Remote Telecommunications Support Specialist to join our fully remote team. You will provide technical support for our suite of telecommunications products and services, serving as the primary contact for troubleshooting, issue resolution, and guidance for customers.

This remote-first role offers the flexibility to work from anywhere, with the autonomy to manage your day and deliver outstanding customer service, resolving complex issues quickly and

Qualifications

• Proven experience in a technical support role, preferably telecommunications.
• Strong understanding of VoIP, broadband, mobile networks and related hardware.
• Excellent troubleshooting and problem-solving skills.
• Clear verbal and written communication; able to explain technical info to non-technical users.

Responsibilities

• Provide technical support to customers via phone, email, and chat for telecommunications hardware and software.
• Diagnose and resolve a wide range of issues including connectivity problems and service disruptions.
• Guide customers through troubleshooting steps with clear instructions.
• Escalate complex issues to higher-level teams when necessary.
• Document all interactions and resolutions in the CRM system.
• Contribute to knowledge base by creating/updating support articles and FAQs.
• Identify recurring issues and provide feedback to product teams for improvements.
• Maintain high customer satisfaction with timely solutions.
• Monitor system alerts and respond to potential issues before they impact customers.
• Participate in remote team meetings and training.

Skills

VoIP

Broadband

Mobile networks

Remote support tools

Troubleshooting

Help desk software

Education

High school diploma or equivalent

Technical certifications or degree preferred

Tools

Help desk software

Remote support tools

Job description

About the Role

Our client is seeking a proactive and customer-focused Remote Telecommunications Support Specialist to join their fully remote team. This position is integral to providing exceptional technical support and assistance to clients regarding our suite of telecommunications products and services. Operating entirely from a remote location, you will be the primary point of contact for troubleshooting, issue resolution, and guidance for customers experiencing technical difficulties. The ideal candidate possesses a deep understanding of telecommunications systems, excellent communication skills, and a proven ability to resolve complex problems efficiently. This remote-first role offers the flexibility to work from anywhere, providing you with the autonomy to manage your workday effectively while contributing significantly to client satisfaction and operational success. We are committed to fostering a supportive and collaborative remote work environment.

Key Responsibilities

• Provide comprehensive technical support to customers via phone, email, and chat regarding telecommunications hardware and software.
• Diagnose and resolve a wide range of technical issues, including connectivity problems, service disruptions, and equipment malfunctions.
• Guide customers through troubleshooting steps and provide clear, concise instructions.
• Escalate complex issues to higher-level support teams or relevant departments when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify recurring technical issues and provide feedback to the product development team for service improvements.
• Maintain a high level of customer satisfaction by offering timely and effective solutions.
• Proactively monitor system alerts and respond to potential issues before they impact customers.
• Participate in remote team meetings and training sessions to stay updated on products and procedures.

Requirements

• Proven experience in a technical support role, preferably within the telecommunications industry.
• Strong understanding of telecommunications concepts, including VoIP, broadband internet, mobile networks, and related hardware.
• Excellent troubleshooting and problem-solving skills.
• Exceptional verbal and written communication skills, with the ability to explain technical information clearly to non-technical users.
• Proficiency in using help desk software and remote support tools.
• Ability to work independently and manage time effectively in a remote work setting.
• A stable internet connection and a dedicated, quiet workspace.
• High school diploma or equivalent; further technical certifications or a degree are a plus.
• Customer-centric attitude with a strong commitment to service excellence.
• Demonstrated ability to learn new technologies quickly.
• Must be authorized to work remotely for our client.

Benefits

• Fully remote work arrangement, offering unparalleled flexibility and work-life balance.
• Competitive annual salary.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and holidays.
• Home office stipend or equipment allowance.
• Opportunities for continuous learning and professional development.
• Performance-based bonuses and incentives.
• Retirement savings plan.
• Access to a supportive and collaborative remote team environment.