Responsibilities
- Diagnose and resolve network faults using Layer 1 and Layer 2 testing methods, including loopbacks, performance data review, and device log analysis.
- Collaborate directly with local and long-distance carriers to identify and fix connectivity problems affecting customer services.
- Respond to incoming technical inquiries from clients, partners, and agents, initiating and tracking trouble tickets to resolution.
- Maintain accurate records of all troubleshooting activities, customer interactions, and outcomes in internal systems.
- Determine root causes of service disruptions, distinguishing between hardware, software, and user-driven issues.
- Guide customers and internal teams on corrective actions and best practices for issue resolution.
- Deliver training and guidance to end users on telecom technologies and basic troubleshooting techniques.
- Escalate complex technical cases to higher-tier support teams and work alongside them to ensure timely resolution.
- Balance multiple active cases in a fast-paced setting while meeting response and resolution timelines.
Work Arrangement
Remote (Worldwide)
