Telecoms Support Specialist

Placements24; Benoni; Hybrid; ZAR 180,000 - 270,000; Full time

Benefits offered by this job

Fully remote work

Health benefits

Career development

Job summary

Placements24 is seeking a dedicated Telecoms Support Specialist to join a fully remote support team. You will be the primary point of contact for customers, providing timely technical assistance and guiding users to resolution.

Key responsibilities include troubleshooting internet, voice, and mobile services, documenting interactions in the CRM, and educating customers on product features. This role requires strong communication, patience, and a customer-first mindset.

Qualifications

• Previous experience in customer support or technical support roles.
• Strong understanding of internet connectivity issues, Wi-Fi, routers, and modems.
• Excellent verbal and written communication with ability to explain technical concepts clearly.

Responsibilities

• Provide first-line technical support for telecom services (internet, voice, mobile).
• Troubleshoot issues via phone, email, and chat; diagnose and offer solutions.
• Escalate complex issues to senior support or engineering teams as needed.
• Document all interactions and resolutions in the CRM system.

Skills

Customer service

Technical troubleshooting

Clear communication

Remote work discipline

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking a dedicated and customer-focused Telecoms Support Specialist to join their fully remote support team. In this role, you will be the primary point of contact for customers experiencing issues with their telecommunications services and equipment. You will provide timely, efficient, and high-quality technical support, troubleshooting problems and guiding users to resolution. This position requires excellent communication skills, a patient demeanor, and a strong technical aptitude to understand and resolve a variety of telecom-related queries. It’s an excellent opportunity for individuals passionate about customer service and technology to work from home and make a real difference.

Key Responsibilities

• Provide first-line technical support for a range of telecommunications services, including internet, voice, and mobile solutions.
• Troubleshoot customer issues via phone, email, and chat, diagnosing problems and offering effective solutions.
• Escalate complex technical issues to senior support staff or relevant engineering teams when necessary.
• Accurately document all customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features, troubleshooting steps, and best practices.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Requirements

• Previous experience in a customer support or technical support role, preferably in the telecommunications sector.
• Strong understanding of common internet connectivity issues, Wi-Fi, routers, and modems.
• Familiarity with basic mobile technology and common user queries.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Patience, empathy, and a commitment to providing outstanding customer service in a remote setting.
• Proficiency in using support ticketing systems and CRM software.

Benefits

• Competitive salary with potential for performance incentives.
• Fully remote work environment with flexible scheduling options.
• Comprehensive health and wellness benefits.
• Opportunities for skill development and career progression within the support team.
• A supportive and collaborative virtual team culture.