Wireless Technical Support I

Objective

To provide support to consumers, agents, service providers who contact the company by phone, email or chat. The technical support Engineer addresses product features and function issues for current and legacy product lines. Troubleshoots and resolves hardware, software and performance issues. Support operational policies and procedures that facilitate the attainment of departmental and organizational goals.

Responsibilities

  • Provide customer support with recommended troubleshooting steps for technical issues, keep track of unresolved issues, and take ownership of customer issues until they’re fully resolved.
  • Testing to reproduce issues presented by customers and service providers.
  • Support customers to help them gain a good understanding of the technical issues and the paths towards resolution. Provide both strategic and day-to-day technical expertise and support.
  • Perform network analysis for offline, frequent and failed optimization report.
  • Attending triage meetings for technical understanding of product releases and ISP product launch.
  • Monitoring of Network Operations Center or Customer accounts during and after cloud updates.
  • Facilitate in-depth research, diagnose, troubleshoot and identify solutions to resolve customer issues and complaints related to product, network or Wi-Fi performance.
  • Conduct outbound calls or follow up for issue resolution.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Follow case management and customer record guidelines. Maintain all customer and related records in the specified Customer Management System (CRM). Create cases to document reported product/service/logistic issues.
  • Be the customer’s advocate, and share ideas and feedback to improve the customer experience.
  • Inform management of customer concerns as well as service and/or operational problems.
  • Document knowledge in the form of knowledge base tech notes and articles in the specified knowledgebase system.
  • Performs other related duties.
Trilingual Technical Support Specialist

Requirements

  • Advanced English Speaker. English Level 87% or above (must).
  • Minimum 1 year of work experience in Systems & Networking field (must).
  • Full Schedule Flexibility (must).
  • Minimum of 4 Cisco Modules completed (must).
  • CompTIA A+ or CompTIA Network+ certification (desired).
  • Basic understanding of wireless technologies like 802.11a.
  • Basic operating and troubleshooting knowledge of LAN/WAN technologies like switching and routing.
  • Basic troubleshooting skills in SSH, Telnet, Wireshark, TCPdump, NAT, Firewall, IPSec & IPtables.
  • Basic understanding of data communication and all OSI layers like Ethernet, ARP, STP, VLAN, TCP/IP, DNS, DHCP, HTTP, etc.

Competitive salary based on experience and skills.

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