Deskripsi Pekerjaan
Are you a technical expert looking for an opportunity to lead and excel in the telecommunications industry? Connext is currently seeking a dedicated Technical Support Specialist to join our team in the Angeles site. In this pivotal role, you will be at the forefront of our customer service operations, handling complex technical challenges and ensuring top-tier service delivery.
As a Technical Support Specialist, you will go beyond standard troubleshooting to lead escalation support for mobile and telecom issues. You will resolve complex cases that require in-depth technical knowledge and analytical skills. We are looking for a proactive professional who can manage Quality Assurance (QA) protocols, maintain comprehensive documentation, and provide essential guidance to junior team members. This position offers a competitive salary structure, including a significant 25% differential pay for the Angeles site, making it an excellent opportunity for career growth and financial reward.
Join Connext and be part of a dynamic team that values technical excellence and customer satisfaction. We provide a collaborative environment where your expertise will directly impact our service quality and operational success.
Tanggung Jawab
- Lead and manage escalation support for complex mobile and telecommunications issues.
- Resolve high-level technical cases using diagnostic tools and technical knowledge.
- Oversee and manage Quality Assurance (QA) processes to ensure service standards are met.
- Create and maintain detailed technical documentation and standard operating procedures.
- Provide mentorship, guidance, and training to junior support staff.
- Collaborate with cross-functional teams to improve technical processes and workflows.
- Monitor ticket queues and ensure timely resolution of critical support cases.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
- Proven experience in Technical Support, Call Center operations, or Telecommunications.
- Strong understanding of mobile networks, VoIP, and telecommunications protocols.
- Excellent problem-solving skills and the ability to analyze complex technical data.
- Exceptional verbal and written communication skills in English.
- Ability to work under pressure in a fast-paced environment and handle high-volume ticket resolution.
- Experience in leading or mentoring a team is a strong plus.