CUSTOMER SERVICE/ TECHNICAL SUPPORT SPECIALIST

About Us.
Join a team dedicated to providing top-notch technical support in a dynamic and engaging work environment.
We're seeking a motivated and tech-savvy Customer Service/Technical Support Specialist (experience in Network Operations Centers (NOC) and telecommunications a plus) to help our customers overcome their internet-related challenges with confidence and professionalism.
Job Summary.
As a Level 1 and 2 Call Center Support Specialist, you will be the first point ofcontact for customers seeking technical assistance.
Your role will involve troubleshooting issues,providing effective solutions, and ensuring customer satisfaction.
You'll work with variousplatforms including Fresh Desk, Sonar, and other cutting-edge tools to deliver superior support.
ey Responsibilities.
Customer Support.
Deliver exceptional customer service to users experiencing technical difficulties withinternet services.
espond promptly and professionally to incoming calls, emails, and support tickets.
iagnose and resolve issues related to internet connectivity, service disruptions, hardwaremalfunctions, and account management.
uide customers through step-by-step troubleshooting processes.
Ticket Management.
Utilize Fresh Desk to log, track, and prioritize customer inquiries and technical problems.
ocument customer interactions and solutions accurately in the ticketing system.
anage ticket queues efficiently to meet service level agreements (SLAs).
Technical Expertise.
Access and update customer information using Sonar CRM.
se additional platforms like Rancid, Tacacs+, Radius, LibreMS, GenieACS, Ruckus, SmartZone Controller, and Unifi for comprehensive support.
tay informed on product features, system updates, and industry best practices.
Escalation and Collaboration.
Escalate complex technical issues to higher support levels as needed.
ork with network operations, engineering, and IT support teams to resolve escalatedissues.
rovide customers with status updates and ensure timely resolution of their issues.
Quality Assurance.
Follow established procedures and service standards to ensure high-quality support.
articipate in quality assurance activities, including call monitoring and ticket reviews, toimprove service delivery.
Qualifications.
Associate’s degree or Bachelor’s degree in Information Technology, Computer Science,or related field preferred.
revious experience in a technical support role, ideally in a call center, NOC or help desk, environment.
roficiency in using ticketing systems like Fresh Desk and CRM systems such as Sonar.
trong troubleshooting skills and ability to resolve technical issues efficiently.
amiliarity with networking concepts and platforms like Rancid, Tacacs+, Radius,LibreMS, GenieACS, Ruckus SmartZone Controller, and Unifi.
xcellent verbal and written communication skills with a focus on customer satisfaction.
bility to work collaboratively in a team environment and adapt to a fast-paced setting.
elevant certifications (e.
., CompTIA A+, Network+, Cisco CCNA) are a plus.
Summary of Shifts.
Weekdays.
Monday – Friday.
am – 8.
pm am – 9.
am4.
pm – 1.
am Weekends.
Saturday.
.
am – 9.
pm (with additional hours available) Sunday.
.
pm – 9.
am (with additional hours available) Overnight.
aturday to Sunday.
9.
pm – 9.
am (with additional hours available)Sunday to Monday.
9.
pm – 9.
am (with additional hours available) These shifts ensure comprehensive coverage for our 24x7 operations, providing flexibility forboth full-time and part-time positions.
Why You'll Love Working With Us.
ork in a supportive and collaborative team environment.
ccess to ongoing learning and development opportunities to advance your skills.
Ready to Make a Difference? If you’re passionate about technology and helping customers, wewant to hear from you.
Apply now to join