Technical Support Tier 2

Employer Industry: Telecommunications

• Opportunity for career advancement and growth within the organization
• Work remotely with a flexible schedule
• Engage in a collaborative and innovative team environment
• Contribute to the delivery of best‑in‑class customer service
• Participate in ongoing education and training for new products and services

• Provide exceptional customer service by resolving complex issues and managing escalations
• Collaborate within a Tier 2 customer operations team to support various services and equipment
• Troubleshoot complex network environments and service issues, including 3rd party hardware and circuits
• Navigate multiple CRMs and ticketing systems for data management and issue resolution
• Document call purposes and resolutions in the OSS system and ensure proper ticket classification

• Strong analytical thinking and problem‑solving skills
• Excellent teamwork and communication abilities
• Ability to thrive under pressure and make calculated decisions
• Flexibility to work in a 24x7 call center environment
• Proven ability to work independently and maintain productivity in a remote workspace

• Experience in a customer‑facing technical support role
• Familiarity with telecommunications products such as Hosted Voice, SIP, and SD‑WAN services
• Knowledge of troubleshooting VPN, MPLS, and BGP Peering issues
• Proven documentation skills for effectively communicating methods to lower‑tier support teams

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top‑tier employer.