Remote Telecoms Support Specialist

Placements24; Bloemfontein; Remote; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Remote work flexibility

Comprehensive health benefits

Career growth opportunities

Job summary

Placements24 is seeking a dedicated Remote Telecoms Support Specialist to join a virtual operations center. You will be the primary contact for customers, diagnosing and resolving issues in internet, VoIP, and mobile services from a remote setup.

You will guide customers through troubleshooting, document interactions, and escalate complex cases as needed. A strong grasp of telecom tech and excellent English communication are essential for success.

Qualifications

• High school diploma or equivalent; a technical certification is a plus.
• Minimum of 2 years of experience in a customer support or technical support role, preferably in telecommunications.
• Strong understanding of broadband internet, VoIP, and mobile technologies.
• Excellent troubleshooting and problem-solving skills.
• Exceptional verbal and written communication skills in English.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Patient and empathetic demeanor when interacting with customers.
• Must have a reliable internet connection and a dedicated workspace.
• Familiarity with network diagnostic tools is beneficial.

Responsibilities

• Provide first-line technical support for telecommunications services via phone, email, and chat.
• Diagnose and resolve customer issues related to internet, voice, and mobile services.
• Guide customers through troubleshooting steps and product functionalities.
• Escalate complex technical problems to higher-level support teams when necessary.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Maintain a high level of customer satisfaction through prompt and professional service.
• Identify trends in customer issues and provide feedback to product and engineering teams.
• Stay up-to-date with product knowledge and company policies.
• Assist with the setup and configuration of customer equipment remotely.
• Contribute to the knowledge base by creating and updating support articles.

Skills

Strong communication

Troubleshooting

Time management

English proficiency

Education

High school diploma

Technical certification

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a rapidly expanding telecommunications company, is seeking a dedicated and proficient Remote Telecoms Support Specialist to join their virtual operations center. This position is exclusively remote, allowing you to contribute your expertise from anywhere. You will be the primary point of contact for customers experiencing technical issues with their telecom services, providing efficient and effective solutions. This role demands excellent communication skills, a strong understanding of telecom systems, and the ability to diagnose and resolve problems remotely. The successful candidate will play a crucial role in ensuring customer satisfaction and maintaining the high standards of service associated with our client, supporting users nationwide with a focus on ensuring seamless service delivery, even for clients with infrastructure ties to regions like Bloemfontein, Free State.

Key Responsibilities

• Provide first-line technical support for a variety of telecommunications services via phone, email, and chat.
• Diagnose and resolve customer issues related to internet, voice, and mobile services.
• Guide customers through troubleshooting steps and product functionalities.
• Escalate complex technical problems to higher-level support teams when necessary.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Maintain a high level of customer satisfaction through prompt and professional service.
• Identify trends in customer issues and provide feedback to product and engineering teams.
• Stay up-to-date with product knowledge and company policies.
• Assist with the setup and configuration of customer equipment remotely.
• Contribute to the knowledge base by creating and updating support articles.

Requirements

• High school diploma or equivalent; a technical certification is a plus.
• Minimum of 2 years of experience in a customer support or technical support role, preferably in telecommunications.
• Strong understanding of broadband internet, VoIP, and mobile technologies.
• Excellent troubleshooting and problem-solving skills.
• Exceptional verbal and written communication skills in English.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Patient and empathetic demeanor when interacting with customers.
• Must have a reliable internet connection and a dedicated workspace.
• Familiarity with network diagnostic tools is beneficial.

Benefits

• Our client offers a competitive salary, remote work flexibility, comprehensive health benefits, opportunities for training and career growth, and a supportive team environment.
• This is a fantastic opportunity to build a career in the telecommunications sector without the need for daily commutes.
• Join our client's dynamic team and make a difference from the comfort of your own home, supporting clients nationally, including those with connections to Bloemfontein, Free State.