Technical Support Specialist

DESCRIPTION

• Respond to customer inquiries and support requests via Zendesk and other channels.
• Analyse system behaviour and customer data to diagnose performance and connectivity issues.
• Resolve recurring operational incidents.
• Collaborate with internal teams to identify underlying causes of service irregularities.
• Own support tickets from investigation through resolution with minimal oversight.
• Provide consistent and informative updates to customers throughout the case lifecycle.
• Ensure accurate ticket categorization, prioritization, and closure based on business impact.
• Identify and suggest improvements to support tooling and diagnostic workflows.
• Test and provide feedback on internal support utilities.
• Produce concise, scenario-driven documentation to support recurring cases.
• Maintain workflows for internal troubleshooting procedures and escalation points.
• Log case studies for new incident types and coordinate feedback into training materials.
• Serve as a go-to resource for junior colleagues on platform behaviour and debugging tips.
• Participate in onboarding support peers by walking through real cases and tools.
• Track incident types and trends using Excel or Power BI for data-driven insights.
• Report anomalies or sudden issue spikes to appropriate teams for early intervention.
• Participate in structured shift handovers to ensure case continuity and SLA compliance.
• Full-time role, working in rotating shifts as part of a 24/7 support team (working night shifts from home is possible, after probation, working from home 1 – 2 days is possible).

REQUIREMENTS

• 5+ years of experience in customer and technical support roles within a telecom, IoT, or network provider environment.
• Completed or actively pursuing a degree in Telecommunications, Computer Science, or a related field.
• Exposure to tracing or diagnostic tools like Sigos or OSIX is a strong advantage.
• Experience using Zendesk or equivalent support/ticketing systems.
• Strong working knowledge of Excel, with familiarity in formulas, pivot tables, or basic dashboards (Power BI is a plus).
• Excellent English communication skills — written and spoken.
• Ability to work in rotating shifts, including nights/weekends when required.
• Strong analytical thinking, a collaborative mindset, and initiative to resolve problems independently.