Remote Telecoms Support Specialist

About the Role

Our client is looking for a diligent and customer-focused Remote Telecoms Support Specialist to join their virtual support team. In this role, you will provide essential technical assistance and troubleshooting for customers experiencing issues with their telecommunications services from the comfort of your home office. You will be the first point of contact for many customers, diagnosing problems, guiding them through solutions, and escalating complex issues when necessary. This is an excellent opportunity for an individual with strong technical aptitude and excellent communication skills who thrives in a remote work environment and is passionate about customer satisfaction.

Key Responsibilities

• Provide first-line technical support for a range of telecommunications services via phone, email, and chat.
• Diagnose and troubleshoot customer issues related to internet, mobile, and fixed-line services.
• Guide customers through self-help solutions and provide step-by-step instructions for resolving common problems.
• Accurately document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Escalate unresolved technical issues to higher-level support teams or relevant departments.
• 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 the telecoms industry .
• Strong understanding of broadband, mobile, and landline telecommunications concepts.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Proficiency with ticketing systems and remote support tools.
• Exceptional communication and interpersonal skills, with a patient and empathetic approach.
• Reliable internet connection and a dedicated, quiet workspace for remote work.

Benefits

• Competitive salary, paid on a monthly basis.
• Comprehensive remote work setup support.
• Health and wellness programs accessible remotely.
• Opportunities for continuous training and skill development in the telecoms sector .
• Flexible working hours and a supportive remote team culture, no commute required from Portsmouth or elsewhere.