Customer Support Engineer - Telecoms

Our client is seeking a skilled and customer-focused Customer Support Engineer to join their technical support division in Stellenbosch . This hybrid role offers a blend of on-site collaboration and remote work flexibility. You will be the primary point of contact for clients experiencing technical issues with their telecommunications services and equipment, providing prompt and effective resolutions. Your role is vital in maintaining customer satisfaction and loyalty. The ideal candidate has excellent troubleshooting abilities, strong communication skills, and a patient demeanor, coupled with a technical understanding of telecom systems to effectively diagnose and solve complex problems.

Key Responsibilities

• Provide Tier 2/3 technical support to customers experiencing issues with voice, data, and internet services.
• Troubleshoot and diagnose complex network and equipment problems, utilizing diagnostic tools and knowledge bases.
• Escalate unresolved issues to senior engineers or relevant departments with detailed problem descriptions.
• Document all customer interactions, troubleshooting steps, and resolutions in the CRM system accurately.
• Assist in the development of customer-facing technical documentation and FAQs.
• Collaborate with sales and engineering teams to ensure seamless service delivery and customer experience.

Requirements

• Diploma or Bachelor's degree in a relevant technical field, or equivalent practical experience.
• Minimum of 3 years of experience in technical support or customer service within the telecommunications industry.
• Strong knowledge of telecommunications concepts, including IP networking, VoIP, and broadband technologies.
• Proficiency in troubleshooting network connectivity and equipment issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Experience with ticketing systems and remote support tools.

Benefits

• Competitive salary with performance-related incentives.
• Medical aid and provident fund contributions.
• Hybrid work arrangement for work-life balance.
• Opportunities for professional development and certification in telecom technologies.
• Access to a supportive and knowledgeable technical team.
• Employee discounts on telecommunication services.

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