Technical Phone Support Specialist

Duties and Responsibilities

• Serve as a Level 1 support to end clients answering inbound customer calls and provide basic technical assistance for troubleshooting or identifying service issues.
• Perform basic troubleshooting (such as Checking Device Status, Fiber Break Identification, Basic Troubleshooting Steps, Awareness of Network issues, Circuit Information)
• Identify connectivity problems reported by the customer and capture it completely to be transferred to Network Engineers for in depth troubleshooting or Field Engineers for fiber restoration
• Document customer interactions, issue resolutions(if applicable), and follow-up steps accurately in the ticketing system.
• Perform outbound calls to clients if needed to provide updates on the status of their reported issues
• Endorse and escalate complex issues to Network Engineers.
• Ensure excellent customer experience and satisfaction
• Maintain professional and courteous communication with customers at all times.
• Ensure timely follow-ups on unresolved issues to enhance customer satisfaction.

Qualifications

• 6 months to 1 year of technical support, helpdesk, or customer service experience
• Strong drive for career growth and development
• Excellent verbal and written communication skills to interact effectively with customers.
• Problem-solving and critical-thinking abilities to diagnose and troubleshoot issues efficiently.
• Ability to multitask and adapt in a fast-paced support environment while maintaining accuracy and professionalism.