Remote Telecoms Support Analyst

About the Role

Our client is seeking a customer-focused and technically proficient Remote Telecoms Support Analyst to join their distributed support team. This role is essential for providing first-line technical assistance to customers experiencing issues with our client's telecommunications services. Operating entirely remotely, you will be the primary point of contact for resolving a wide range of technical queries, ensuring customer satisfaction and efficient issue resolution. This is an excellent opportunity for individuals who excel in remote communication and possess strong troubleshooting skills.

Key Responsibilities

• Respond to customer support requests via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot common telecommunications issues, including connectivity, service configuration, and hardware problems.
• Provide clear, concise, and user-friendly solutions to customers.
• Escalate complex technical issues to higher-level support teams with all necessary diagnostic information.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the support system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Requirements

• Previous experience in a technical support or customer service role, preferably within telecoms.
• Familiarity with telecommunications services , networking basics (TCP/IP), and common hardware.
• Excellent communication, active listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and manage time effectively in a remote environment.
• Proficiency with support ticketing systems and remote desktop tools.

Benefits

• Competitive annual salary and potential performance bonuses.
• Fully remote position offering excellent work-life flexibility.
• Comprehensive health and wellness benefits package.
• Opportunities for ongoing training and professional development.
• A supportive virtual team environment with regular check-ins and team activities.