Technical Support Representative

We are a wholesale internet infrastructure carrier providing toptier connectivity solutions to retail service providers. Our mission is to deliver reliable and efficient internet services ensuring seamless connectivity for our clients. We pride ourselves on our commitment to excellent customer service and technical support.

Role Overview:

As a Level 1 Technical Support Analyst you will be the first point of contact for customers requiring assistance with their internet connection. You will be responsible for providing basic to moderately complex technical support managing support tickets escalating issues to Level 2 when necessary and booking technician visits for fault resolution. This role is crucial in maintaining the high standard of service we promise our clients and ensuring smooth and effective technical support for 6500 connections.

Key Responsibilities:

Provide first point of contact technical support for customers experiencing issues with their internet connection.

Diagnose and resolve Level 1 technical issues related to internet connectivity.

Manage and prioritize support tickets ensuring timely and effective resolution of

customer issues.

Escalate unresolved issues to Level 2 Technical Support as necessary.

Coordinate and book technician visits for the resolution of faults that cannot be

resolved remotely.

Maintain detailed and accurate records of all support interactions within tickets

Communicate effectively with customers providing clear and concise information

Continuously update your knowledge of our products services and support

procedures.

Requirements

Qualifications:

Previous experience in a technical support role preferably in the telecommunications

or internet service provider industry.

Strong understanding of internet connectivity and common issues related to it.

Excellent problemsolving skills and the ability to diagnose and resolve technical

issues effectively.

Proficiency with ticketing systems and customer relationship management software.

Strong communication skills both written and verbal.

Ability to manage multiple tasks and prioritize effectively.

Customerfocused mindset with a commitment to providing excellent service.

Ability to work both independently and as part of a team.

Preferred Skills (Nice to haves) :

Experience with escalation support.

Familiarity with booking and coordinating technician visits.

Basic knowledge of network infrastructure and internet protocols.

Benefits

Benefits

WHAT WE OFFER:

Great Place to WorkCertified Company

Premium HMO

Holistic employee experience

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

Qualifications: Previous experience in a technical support role, preferably in the telecommunications or internet service provider industry. Strong understanding of internet connectivity and common issues related to it. Excellent problem-solving skills and the ability to diagnose and resolve technical issues effectively. Proficiency with ticketing systems and customer relationship management software. Strong communication skills, both written and verbal. Ability to manage multiple tasks and prioritize effectively. Customer-focused mindset with a commitment to providing excellent service. Ability to work both independently and as part of a team. Preferred Skills (Nice to haves) : Experience with escalation support. Familiarity with booking and coordinating technician visits. Basic knowledge of network infrastructure and internet protocols.