Technical Support Advisor - Telecommunications

Description

Position Summary: Provide customer service, diagnose and resolve technical incidents, and deliver specialized telecommunications support. Key Responsibilities: 1. Manage customer inquiries and resolve technical incidents 2. Diagnose and resolve connectivity and equipment issues 3. Assist with remote configuration and installation of services Customer Service: Manage and resolve customer technical inquiries and incidents through various channels (phone, chat, email, social media) Provide detailed information about the company's services and products, and guide customers in their usage, Escalate complex issues to higher-level support or specialized departments when necessary. Incident Diagnosis and Resolution: Identify and diagnose issues related to internet connectivity (ADSL, Fiber Optic, 4G/5G), signal quality, equipment configurations (routers, modems, set-top boxes), and functionality of mobile telephony and streaming services, Perform remote tests and guide customers through basic troubleshooting steps (e.g., rebooting devices, checking cables, configuring devices). Document each interaction and applied solutions in detail within the customer relationship management (CRM) system. Specialized Technical Support: Assist with remote configuration and installation of equipment and services, Participate in network monitoring and proactive identification of potential issues affecting customer service, Collaborate with field technical teams to coordinate on-site visits and resolve issues requiring physical intervention. -Requirements- Minimum education: University degree / Technical program 1 year of experience Languages: Spanish Knowledge: Help desk, Customer service, Support, Technical support, Telecommunications, Resolution, Diagnostics Keywords: advisor, asesor, apoyo, support, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist