Technical Support Associate- L2

As a Technical Support L2 professional at our company, you will play a crucial role in providing top-tier technical assistance for a wide range of telecommunications products and services. Your responsibilities will include: - Providing advanced technical support for telecommunications products and services to customers and field technicians. - Diagnosing and resolving complex telecommunication issues escalated from Level 1 support. - Documenting technical issues and solutions in the ticketing system for tracking and reporting purposes. - Collaborating with engineering and operations teams to identify and implement solutions to recurring problems. - Providing training and guidance to Level 1 support staff in troubleshooting techniques and processes. - Conducting regular follow-ups with customers to ensure their issues are resolved satisfactorily and to maintain a positive customer experience. - Participating in the development and updating of support documentation and knowledge base articles to enhance team efficiency. Qualifications required for this role: - Bachelor's degree in a related field or equivalent work experience in telecommunications or technical support. - Minimum 2 years of 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. Join our dynamic team and make a difference in providing exceptional technical support to our customers in the telecommunications industry.,