Technical Support Associate- L2

Role Overview: As a Technical Support L2 professional, you will play a vital role in providing top-tier technical assistance for a variety of telecommunications products and services. Your primary responsibility will be to diagnose and resolve complex technical issues escalated from Level 1 support, collaborating closely with network engineers and other technical staff to deliver comprehensive solutions. Your deep understanding of telecommunications systems and protocols will enable you to address customer inquiries effectively and ensure the highest level of customer satisfaction. Key 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. Qualifications Required: - 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.,