Remote Telecoms Support Specialist

About the Role

Our client is seeking a dedicated Remote Telecoms Support Specialist to provide exceptional technical assistance to customers from anywhere in the UK, with a focus on supporting their operations in and around Bristol . You will be the first point of contact for customers experiencing issues with their telecommunications services, diagnosing problems, and guiding them through solutions. This role is crucial for maintaining customer satisfaction and ensuring the smooth operation of our clients' communication networks. You will work in a fully remote capacity, contributing to a team that values efficiency, excellent communication, and proactive problem-solving in the dynamic telecoms sector.

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and chat regarding telecommunications issues.
• Diagnose and troubleshoot a range of problems, including connectivity, service configuration, and equipment malfunctions.
• Guide customers through step-by-step solutions and ensure issues are resolved to their satisfaction.
• Escalate complex technical issues to higher-level support teams or relevant departments when necessary.
• Document all support interactions, resolutions, and customer feedback accurately in the CRM system.
• Contribute to the creation and updating of a knowledge base for common customer issues and solutions.

Requirements

• Previous experience in a technical support or customer service role, preferably within the telecoms industry.
• Strong understanding of common telecommunications technologies and services (e.g., VoIP, broadband, mobile).
• Excellent problem-solving and diagnostic skills.
• Superb communication and interpersonal abilities, with a patient and empathetic approach.
• Proficiency in using support ticketing systems and remote access tools.
• Ability to work independently and manage time effectively in a remote work setting.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote working arrangement, offering significant flexibility.
• Comprehensive training program to enhance your telecoms knowledge.
• Opportunities for career growth into more specialized technical roles.
• Access to health and wellbeing programs.