Senior Technical Support Associate

You will be a key member of our team as a Technical Support L2 professional, where your primary responsibility will be to provide top-tier technical assistance for a diverse range of telecommunications products and services. Your role will involve diagnosing and resolving complex technical issues that have been escalated from Level 1 support. It is essential to collaborate closely with network engineers and other technical staff to ensure comprehensive solutions are provided to our customers. Your deep understanding of telecommunications systems and protocols will enable you to effectively address customer inquiries and concerns. Your exceptional problem-solving abilities, strong communication skills, and dedication to ensuring the highest level of customer satisfaction are crucial for success in this position. Your responsibilities will include providing advanced technical support for telecommunications products and services to both customers and field technicians. You will be expected to diagnose and resolve complex telecommunication issues that have been escalated from Level 1 support. It is important to document technical issues and solutions in the ticketing system for tracking and reporting purposes. Collaboration with engineering and operations teams is necessary to identify and implement solutions to recurring problems. Additionally, providing training and guidance to Level 1 support staff in troubleshooting techniques and processes will be part of your role. Regular follow-ups with customers to ensure satisfactory issue resolution and maintaining a positive customer experience are also essential. Participation in the development and updating of support documentation and knowledge base articles to enhance team efficiency is expected from you. To excel in this position, you should have a Bachelor's degree in a related field or equivalent work experience in telecommunications or technical support. Proven experience in a technical support role, preferably at Level 2, within the telecommunications industry is required. A strong understanding of telecommunications systems, protocols, and network configurations is essential. Your problem-solving skills should be excellent, and you should be able to think critically under pressure. Exceptional communication skills, both verbal and written, are necessary to interact effectively with customers and team members. You should be able to work independently as well as collaboratively in a team environment. Familiarity with ticketing systems and remote support tools to efficiently manage customer inquiries is also advantageous. This is a full-time position requiring you to work in a day shift at our in-person work location.,