Senior Technical Support Associate

Job Description

We are seeking a highly skilled and motivated Technical Support L2 professional to join our dynamic team .This role is integral to ensuring our customers receive top-tier technical assistance for a wide range of telecommunications products and services. The successful candidate will be tasked with diagnosing and resolving technical issues escalated from Level 1 support, collaborating closely with network engineers and other technical staff to provide comprehensive solutions. As a Technical Support L2, you will demonstrate a deep understanding of telecommunications systems and protocols, allowing you to effectively address customer inquiries and concerns. This position requires exceptional problem-solving abilities, strong communication skills, and a commitment to delivering the highest level of customer satisfaction. Responsibilities Provide advanced technical support for telecommunications products and services to customers and field technicians. Diagnose and resolve complex telecommunication issues escalated from Level 1 support. Document technical issues and solutions in the ticketing system for tracking and reporting purposes. Collaborate with engineering and operations teams to identify and implement solutions to recurring problems. Provide training and guidance to Level 1 support staff in troubleshooting techniques and processes. Conduct regular follow-ups with customers to ensure their issues are resolved satisfactorily and to maintain a positive customer experience. Participate in the development and updating of support documentation and knowledge base articles to enhance team efficiency. Requirements 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. Strong understanding of telecommunications systems, protocols, and network configurations. Excellent problem-solving skills and the ability to think critically under pressure. Exceptional communication skills, both verbal and written, to interact effectively with customers and team members. Ability to work independently as well as collaboratively in a team environment. Familiarity with ticketing systems and remote support tools to efficiently manage customer inquiries. Job Type: Full-time Pay: ₹20,000.00 - ₹35,000.00 per month Shift: Day shift Work Location: In person