Remote Telecoms Support Specialist

About the Role

Our client is seeking a dedicated Remote Telecoms Support Specialist to join their fully remote team, supporting customers and internal systems from anywhere in the UK. This role is vital for providing exceptional technical assistance and resolving complex issues related to our client's telecommunications services and products. You will leverage your deep understanding of network technologies and customer service best practices to deliver prompt and effective solutions. This is an ideal opportunity for a motivated individual who excels in a remote work environment and is passionate about helping customers navigate and utilize advanced telecoms solutions.

Key Responsibilities

• Provide first and second-line technical support to customers via phone, email, and chat regarding telecoms services and equipment.
• Troubleshoot and diagnose network connectivity, performance, and hardware issues, escalating complex problems as needed.
• Guide users through installation, configuration, and troubleshooting procedures for various telecommunications devices and software.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the ticketing system.
• Contribute to the knowledge base by creating and updating support documentation and FAQs.
• Proactively identify trends in customer issues and provide feedback to product development teams.

Requirements

• Previous experience in a technical support role, preferably within the telecoms industry.
• Strong knowledge of broadband technologies, Wi-Fi, IP networking, and common consumer telecom devices.
• Excellent communication and active listening skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in using remote support tools and ticketing systems.
• Ability to work independently and manage workload effectively in a remote setting.
• A dedicated home office setup with a reliable high-speed internet connection.

Benefits

• Competitive salary with performance-based incentives.
• Fully remote working arrangement, offering exceptional work-life balance.
• Comprehensive benefits package including health and dental insurance.
• Paid time off and company-observed holidays.
• Opportunities for career advancement within a growing remote-first company.