CALL CENTER SUPPORT

Description

Job Summary: The professional will handle calls and messages, providing first-level technical support, recording information, and ensuring courteous and effective service. Key Highlights: 1. First-level technical support focused on problem resolution 2. Development in access technologies and network diagnostics 3. Dynamic environment with flexible working hours **Technical Requirements** Completed high school education; Basic computer knowledge (typing, web browsing, and system usage); Prior experience in telemarketing, customer service, or technical support; Basic knowledge of CRM systems; Fundamental understanding of computer networks: Difference between LAN and WAN; Structured cabling and basic routing; IP addressing (local/public IP, DHCP vs. static, subnet mask, gateway, DNS); Network equipment (modem, router, ONU): identification, rebooting, and IP-based access; **Access Technologies:** FTTH: Recognition of optical signal loss (PON/LOS), connectivity verification; Wireless: Concept of line-of-sight, signal analysis on radios (Mikrotik/Ubiquiti), alignment, and cable/POE verification; Wi\-Fi: Diagnosis of weak signal or instability, SSID renaming, password change, and channel adjustment. **Basic Diagnostics:** Commands (ping, ipconfig, tracert); Cable and Wi\-Fi testing, equipment rebooting; Identification of firewall/antivirus blocks and temporary deactivation for testing; Manual DNS configuration (e.g., Google DNS – 8\.8\.8\.8\); **Remote Support:** Guiding customers to access via AnyDesk, TeamViewer, etc.; **Windows Environment:** Accessing network settings; Reinstalling network adapters; Clearing DNS cache (ipconfig /flushdns). Communication Skills Clear, concise, and empathetic verbal and written communication; Ability to handle objections and conduct simple negotiations; Active listening skills with solution-oriented focus. Behavioral and Interpersonal Skills Proactivity and results orientation; Organization, responsibility, and attention to detail; Resilience and emotional control under pressure; Ability to collaborate effectively and adapt to change. **Availability** Rotating shifts with flexible hours; Available to work on holidays and weekends. **Job Responsibilities** Answering customer calls or messages, delivering first-level technical support; Recording all interaction details in the system; Identifying and escalating issues requiring specialized support; Ensuring courteous, effective, and solution-focused service; Meeting company-defined quality, average handling time, and satisfaction targets.