CALL CENTER SUPPORT

Description

Job Summary: A professional responsible for first-level customer service and technical support, specializing in telecommunications, networks, and systems, ensuring customer satisfaction. Key Highlights: 1. Specialized technical support in networks and telecommunications 2. Customer service focused on problem-solving and empathy 3. Dynamic work environment with flexible working hours **Technical Requirements** Completed high school education; Basic computer skills (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 access via IP; **Access Technologies:** FTTH: Recognition of optical signal loss (PON/LOS), connectivity verification; Wireless: Line-of-sight concept, signal analysis on radios (Mikrotik/Ubiquiti), alignment, and cable/POE inspection; Wi\-Fi: Diagnosis of weak or unstable signal, modification of network name, password, and channel. **Basic Diagnostics:** Commands (ping, ipconfig, tracert); Cable and Wi\-Fi testing, equipment rebooting; Identification of firewall/antivirus blocks and temporary removal for testing; Manual DNS configuration (e.g., Google DNS – 8\.8\.8\.8\); **Remote Support:** Guiding customers to access remote tools such as 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 a 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 within teams and adapt to change. **Availability** Rotating shifts with flexible hours; Available to work on holidays and weekends. **Job Responsibilities** Answer customer calls or messages, providing first-level technical support; Record all interaction details accurately in the system; Identify and escalate tickets requiring specialized technical support; Ensure courteous, effective, and solution-focused customer service; Meet company-defined quality, average handling time, and customer satisfaction targets.