L2- Technical Support Associate
4 days ago
Responsibilities
- Provide advanced technical support for telecommunications products and services to customers and field technicians.
- Diagnose and resolve complex telecommunication issues escalated from Level 1 support.
- Document technical issues and solutions in the ticketing system for tracking and reporting purposes.
- Collaborate with engineering and operations teams to identify and implement solutions to recurring problems.
- Provide training and guidance to Level 1 support staff in troubleshooting techniques and processes.
- Conduct regular follow-ups with customers to ensure their issues are resolved satisfactorily and to maintain a positive customer experience.
- Participate in the development and updating of support documentation and knowledge base articles to enhance team efficiency.
Requirements
- Bachelor's degree in a related field or equivalent work experience in telecommunications or technical support.
- Minimum 2 yr of experience in a technical support role, preferably at Level 2, within the telecommunications industry.
- Strong understanding of telecommunications systems, protocols, and network configurations.
- Excellent problem-solving skills and the ability to think critically under pressure.
- Exceptional communication skills, both verbal and written, to interact effectively with customers and team members.
- Ability to work independently as well as collaboratively in a team environment.
- Familiarity with ticketing systems and remote support tools to efficiently manage customer inquiries.
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