L2- Technical Support Associate

5 days ago

Cochin, Kerala, India Voxbay Full time ₹ 2,00,000 - ₹ 6,00,000 per year

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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