Telecoms Support Specialist

About the Role

Our client is seeking a customer-focused Telecoms Support Specialist to join their dedicated support team in Reading . This role is essential for providing first-line technical assistance to customers experiencing issues with their telecommunications services and equipment. You will diagnose problems, guide customers through troubleshooting steps, and escalate complex issues to higher technical tiers when necessary. The ideal candidate will have excellent communication skills, a patient demeanour, and a solid understanding of basic telecommunications concepts. This position offers a great entry point into the telecoms industry, with opportunities for growth and development within a supportive, hybrid working environment.

Key Responsibilities

• Respond to customer inquiries via phone, email, and ticketing systems regarding telecoms services and equipment.
• Diagnose and troubleshoot common technical issues related to broadband, voice, and mobile services.
• Provide clear, step-by-step guidance to customers to resolve their technical problems.
• Escalate unresolved issues to senior support engineers or relevant technical teams, providing detailed information.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Identify recurring issues and provide feedback to the relevant teams for service improvement.

Requirements

• Previous experience in a customer support or technical helpdesk role, preferably within the telecoms sector .
• Good understanding of common networking concepts (e.g., Wi-Fi, routers, modems).
• Excellent verbal and written communication skills, with the ability to explain technical terms simply.
• Proficiency with CRM software and ticketing systems.
• A customer-centric attitude with a passion for problem-solving.

Benefits

• Competitive salary and performance-based incentives.
• Hybrid work arrangement combining office and remote working days.
• Comprehensive health and dental coverage.
• Paid training and development opportunities to enhance technical skills.
• Employee discount on company telecoms services.