Remote Telecoms Support Specialist

Placements24; Vereeniging; Hybrid; ZAR 180,000 - 360,000; Full time

Benefits offered by this job

Fully remote position

Competitive salary

Training and development

Remote-first culture

Career progression

Job summary

Placements24 is seeking a Remote Telecoms Support Specialist to join a fully remote team nationwide in South Africa. You will be the first point of contact for customers, diagnosing and guiding through TCP/IP, Wi-Fi, DNS, and DHCP issues, via phone, email and chat.

This role emphasizes excellent communication and remote-work discipline. The position offers a fully remote setup, ongoing training, and opportunities for career growth within a growing telecommunications provider.

Qualifications

• High school diploma or equivalent.
• Technical certifications are a plus.

Responsibilities

• Provide first-level technical support for internet, voice and data services via multiple channels.
• Diagnose and resolve issues related to CPE, network connectivity and service configuration.
• Guide customers through troubleshooting steps with clear, concise instructions.
• Escalate complex issues to higher-level teams when needed.
• Document all interactions, issues and resolutions in the CRM system.
• Maintain high customer satisfaction with prompt, professional support.
• Educate customers on service usage and best practices.
• Stay up-to-date with product knowledge and common issues.
• Identify trends and feedback to product/engineering teams.
• Comply with remote work and data security policies.

Skills

Networking basics

Customer service

Remote work

Troubleshooting

Communication

Education

High school diploma

Technical certifications

Tools

Help desk software

CRM software

Job description

About the Role

Our client, a rapidly expanding telecommunications company, is seeking a motivated and customer-focused Remote Telecoms Support Specialist to join their entirely remote team. This role is vital for providing exceptional technical support and troubleshooting assistance to our client's diverse customer base. You will be the first point of contact for customers experiencing issues with their telecommunications services, diagnosing problems, and guiding them through solutions via phone, email, and chat. The ideal candidate is passionate about technology, possesses excellent communication skills, and thrives in a remote work environment. This is an outstanding opportunity to contribute to a company that prioritizes excellent customer service and embraces a remote-first culture, allowing you to work from anywhere within South Africa while supporting customers nationwide.

Key Responsibilities

• Provide first-level technical support to customers experiencing issues with internet, voice, and data services via multiple communication channels.
• Diagnose and resolve technical problems related to customer premises equipment (CPE), network connectivity, and service configuration.
• Guide customers through troubleshooting steps and provide clear, concise instructions.
• Escalate complex technical issues to higher-level support teams or relevant departments when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of customer satisfaction by providing prompt, professional, and effective support.
• Educate customers on service usage and best practices.
• Stay up-to-date with product knowledge, service offerings, and common technical issues.
• Identify trends in customer issues and provide feedback to the product and engineering teams.
• Adhere to all company policies and procedures, especially those related to remote work and data security.

Requirements

• High school diploma or equivalent qualification; further technical certifications are a plus.
• Minimum of 2 years of experience in a technical support or customer service role, preferably in the telecommunications or IT sector.
• Strong understanding of networking concepts (TCP/IP, Wi-Fi, DNS, DHCP).
• Familiarity with common internet service troubleshooting techniques.
• Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.
• Proficiency in using help desk software and CRM systems.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• A reliable internet connection and a suitable home office setup.
• Strong problem-solving aptitude and a patient, customer-centric attitude.
• Availability to work flexible hours, potentially including evenings and weekends, to meet customer needs.

Benefits

• Fully remote position offering flexibility and work-life balance.
• Competitive salary and performance-based incentives.
• Opportunity to work with a growing and innovative telecommunications provider.
• Comprehensive training and ongoing professional development.
• Contribute to a remote-first company culture.
• Regular performance reviews and career progression opportunities.
• A supportive virtual team environment.
• Modern tools and technologies to facilitate remote work.