Remote Telecoms Support Specialist

Placements24; East London; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Full remote work arrangement

Job summary

Placements24 seeks a dedicated Remote Telecoms Support Specialist to join its fully remote team, supporting users across regions and ensuring timely technical assistance for broadband, VoIP, and telecom services.

You will troubleshoot, guide customers through solutions, document issues in the CRM, and help expand the knowledge base. A strong technical aptitude, clear communication, and reliable home office setup are essential.

Qualifications

• High school diploma or equivalent; IT/telecommunications certifications are a plus.
• Proven experience in technical support or customer service in telecoms.
• Strong knowledge of TCP/IP, Wi-Fi, DNS and telecom services like broadband/VoIP.
• Excellent problem-solving and analytical skills with strong troubleshooting.
• Clear, effective communication and interpersonal skills.
• Reliable internet connection and dedicated home office.

Responsibilities

• Provide remote technical support via phone, email, and chat.
• Diagnose and troubleshoot modem/router, network connectivity, and service interruptions.
• Guide customers through step-by-step solutions for telecom equipment.
• Escalate complex issues to higher-level teams when necessary.
• Maintain records of customer interactions in the CRM system.
• Contribute to the knowledge base with support documentation and FAQs.

Skills

Networking basics

Problem solving

Communication skills

Remote work

Education

High school diploma

IT/telecommunications certification

Tools

CRM system

Ticketing system

Job description

Our client is seeking a dedicated Remote Telecoms Support Specialist to join their fully remote team, supporting users across various regions. This role is crucial for providing timely and effective technical assistance to customers experiencing issues with their telecommunications services and equipment. You will be the primary point of contact for troubleshooting, problem-solving, and ensuring customer satisfaction through excellent remote support. This position is ideal for individuals who are self-motivated, possess strong technical aptitude, and thrive in a work-from-home environment , contributing to the seamless operation of our client's telecom services nationwide.

Key Responsibilities

• Provide remote technical support via phone, email, and chat to customers experiencing issues with broadband, VoIP, and mobile services.
• Diagnose and troubleshoot technical problems related to modem/router configuration, network connectivity, and service interruptions.
• Guide customers through step-by-step solutions for resolving technical difficulties with their telecom equipment.
• Escalate complex issues to higher-level support teams or relevant departments when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating support documentation and FAQs.

Requirements

• High school diploma or equivalent; technical certifications in IT or telecommunications are a plus.
• Proven experience in a technical support or customer service role, preferably within the telecoms industry.
• Strong understanding of common networking concepts (TCP/IP, Wi-Fi, DNS) and telecom services (broadband, VoIP).
• Excellent problem-solving and analytical skills with the ability to troubleshoot effectively.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Must have a reliable internet connection and a dedicated home office setup.

Benefits

• Competitive annual salary and potential performance bonuses.
• Full remote work arrangement, offering excellent work-life balance.
• Comprehensive medical, dental, and vision insurance plans.
• Opportunities for skill development and career progression within the telecom support field.
• A supportive team culture that values collaboration and professional growth, regardless of location.