Telecoms Support Engineer

About the Role

Our client is seeking a dedicated Telecoms Support Engineer to join their growing technical support team, operating in a fully remote capacity. You will be instrumental in providing exceptional first and second-line support to customers experiencing issues with their telecommunications services. This role demands strong troubleshooting skills, excellent communication, and a commitment to resolving customer queries efficiently and effectively. You will work as part of a collaborative team, contributing to a positive customer experience and maintaining the high standards of service our client is known for.

Key Responsibilities

• Respond to customer support tickets and phone calls regarding telecom service issues.
• Diagnose and resolve technical problems related to internet, voice, and data services.
• Provide clear and concise technical guidance to customers, troubleshooting remotely.
• Escalate complex issues to senior engineers or specialized teams when necessary.
• Document support interactions, resolutions, and customer feedback in the ticketing system.
• Contribute to the knowledge base by creating and updating troubleshooting guides and FAQs.

Requirements

• Proven experience in a technical support role, preferably within the telecommunications industry.
• Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, and Wi-Fi.
• Experience troubleshooting common internet and phone line issues.
• Excellent communication and customer service skills, with patience and empathy.
• Ability to work independently and manage workload effectively in a remote environment.
• Familiarity with CRM and ticketing systems.

Benefits

• Competitive salary and benefits package.
• Fully remote working arrangement.
• Comprehensive training on company products and services.
• Opportunities for career progression within the support structure.
• A supportive and friendly team culture focused on customer success.