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Telecoms Support Specialist
- edinburgh, scotland, EH1 1AB, United Kingdom
- Permanent·Hybrid
- Full time
- £28,000 - £28,000 Per Annum
Job Description
About the Role
Our client is seeking a dedicated Telecoms Support Specialist to join their customer service and technical support team in Edinburgh . In this hybrid role, you will be the first point of contact for customers experiencing issues with their telecommunication services. You will provide exceptional technical assistance, diagnose problems, and guide users towards effective solutions. Your role is vital in ensuring customer satisfaction and maintaining the integrity of our service offerings, balancing on-site collaboration with the flexibility of remote work.
Key Responsibilities
- Provide first-line technical support for telecommunications products and services via phone, email, and chat.
- Diagnose and resolve customer issues related to connectivity, equipment, and service functionality.
- Escalate complex technical problems to senior support staff or relevant engineering teams.
- Guide customers through troubleshooting steps and service configurations.
- Maintain accurate and detailed records of customer interactions and issue resolution in the CRM system.
- Contribute to the knowledge base by documenting common issues and solutions.
- Assist with testing new service features and support processes.
Requirements
- Previous experience in a technical support or customer service role, preferably within the telecoms industry.
- Strong understanding of basic networking concepts and common troubleshooting techniques.
- Excellent communication, listening, and problem-solving skills.
- Ability to explain technical information clearly to non-technical users.
- Proficiency with ticketing systems and CRM software.
- Adaptability to work in a hybrid environment, balancing office and remote duties.
Benefits
- Competitive salary and potential for performance bonuses.
- Hybrid working schedule offering work-life balance.
- Comprehensive health insurance.
- Opportunities for training in new telecom technologies.
- Generous holiday entitlement.
- A supportive team environment focused on customer success.