We are searching for dedicated and customer-focused L1 Technical Support to join our telecom support team. The candidate will be responsible for providing first-line technical and customer support to telecom clients. You will assist with troubleshooting, issue resolution, ticketing and general inquiries related to telecom services.
Key Responsibilities:
- Respond promptly to customer inquiries via phone, email, or chat.
- Provide basic troubleshooting for telecom services, including mobile, internet, and broadband issues.
- Assist customers with activating, deactivating, or modifying services and plans.
- Identify and resolve technical issues related to connectivity, service interruptions, and device malfunctions.
- Perform diagnostic tests on customer accounts to determine service issues.
- Escalate unresolved issues to Level 2 or technical teams as necessary.
- Assist with basic troubleshooting.
- Work closely with the technical support team and higher-level support to ensure customer issues are resolved effectively.
Qualifications:
- Education: High school diploma or equivalent; additional technical certifications or coursework in telecommunications is a plus.
- Experience: 1-2 years of experience in customer support, preferably within the telecom industry (Optional)
- Basic understanding of telecom products and services, including mobile, internet, and broadband.
- Familiarity with troubleshooting common network and connectivity issues.
- Excellent verbal and written communication skills.
- Multilingual abilities English B2 or French B2.
- Shift work may be required, including weekends and holidays 24/7
- Ability to work remotely or in-office, depending on the company's policies.
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