Remote Telecoms Support Specialist

Placements24; Mossel Bay; Híbrido; ZAR 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Laptop provided

Headset provided

Home office stipend

Training opportunities

Career advancement

Descripción de la vacante

Placements24 is seeking a Remote Telecoms Support Specialist to provide remote technical support for internet, voice, and data services. You will diagnose issues, guide customers through step-by-step solutions, and maintain records in Zendesk/ServiceNow.

The role requires a minimum of 2 years in telecoms technical support, strong communication, and solid home-network knowledge. It is fully remote with equipment provided and opportunities for training and growth.

Formación

• Minimum 2 years of experience in technical support, preferably within the telecommunications industry.
• Strong written and verbal communication skills, with the ability to explain technical information clearly.
• Experience using remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Solid understanding of home networking concepts (routers, modems, Wi‑Fi) and basic VoIP troubleshooting.

Responsabilidades

• Provide remote technical support to customers via phone, email, and chat regarding telecommunications services (internet, voice, data).
• Diagnose and troubleshoot customer-reported issues, guiding them through step-by-step solutions.
• Escalate complex technical problems to higher-level support teams or relevant departments when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.
• Educate customers on the use of telecommunications products and services, promoting self-service options where applicable.
• Identify recurring technical issues and provide feedback to product and engineering teams for service improvement.
• Adhere to established SLAs for response and resolution times.
• Stay up-to-date with product knowledge and support procedures for all offered telecommunications services.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Conocimientos

Excellent communication

Troubleshooting

Remote support

Time management

Customer focus

VoIP

Home networking

Educación

High school diploma or equivalent

Technical diploma or certifications (advantageous)

Herramientas

Zendesk

ServiceNow

Descripción del empleo

About the Role

Our client is actively seeking a proactive and customer-focused Remote Telecoms Support Specialist to join their virtual team. This position is fully remote, allowing you to work from the comfort of your home, ideally situated within or able to effectively service the Mossel Bay, Western Cape region, though location is not a strict requirement for this remote role. You will be the primary point of contact for customers experiencing technical difficulties with their telecommunications services, including internet, voice, and data solutions. Your role is crucial in providing timely and effective technical support, troubleshooting issues, and ensuring customer satisfaction. The ideal candidate possesses excellent communication skills, a strong understanding of telecommunications technologies, and a passion for helping others. This role demands a self-disciplined individual who can manage their time effectively and deliver high-quality support in a remote setting. You will be an integral part of a distributed support network, contributing to the seamless operation of our client's services across various locations, with a focus on supporting users connected to the infrastructure serving areas like Mossel Bay. The remote-first approach ensures flexibility and accessibility for our support team.

Key Responsibilities

• Provide remote technical support to customers via phone, email, and chat regarding telecommunications services (internet, voice, data).
• Diagnose and troubleshoot customer-reported issues, guiding them through step-by-step solutions.
• Escalate complex technical problems to higher-level support teams or relevant departments when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.
• Educate customers on the use of telecommunications products and services, promoting self-service options where applicable.
• Identify recurring technical issues and provide feedback to the product and engineering teams for service improvement.
• Adhere to established service level agreements (SLAs) for response and resolution times.
• Stay up-to-date with product knowledge and support procedures for all offered telecommunications services.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Requirements

• High school diploma or equivalent; a technical diploma or relevant certifications are advantageous.
• Minimum of 2 years of experience in technical support, preferably within the telecommunications industry.
• Strong understanding of home networking concepts, including routers, modems, Wi‑Fi, and internet connectivity.
• Familiarity with VoIP technology and basic troubleshooting of voice services.
• Excellent verbal and written communication skills, with the ability to articulate technical information clearly and concisely.
• Proficiency in using remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Demonstrated ability to work independently and manage workload effectively in a remote environment.
• A dedicated home office setup with reliable high-speed internet connectivity is required.
• Customer‑centric mindset with a passion for problem‑solving and delivering exceptional support.

Benefits

• Competitive salary range.
• Fully remote work arrangement, offering flexibility and work‑life balance.
• Opportunity to work with a growing and innovative telecommunications company.
• Company‑provided equipment (laptop, headset, etc.).
• Regular training and professional development opportunities.
• Potential for advancement within the customer support or technical operations departments.
• Contribution to a supportive and collaborative remote team culture.
• Home office stipend to support your workspace.