Technical Support

Job Description

Job Title: Technical Support - Breakfix (Telecom Services) Location: USA - Remote UK Shift Job Overview: We are looking for a Tech Support - Breakfix Specialist to join our technical support team. This role focuses on troubleshooting and resolving technical issues related to telecom services and software solutions for our clients. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and experience handling support tickets via calls and digital channels. Key Responsibilities: Breakfix Support: Diagnose and resolve technical issues related to telecom services, software configurations, and connectivity. Ticket Management: Handle incoming and outgoing support calls while managing support tickets efficiently within SLA timelines. Troubleshooting & Resolution: Utilize logical problem-solving techniques, SQL queries, and JavaScript-based interfaces to troubleshoot system issues. Customer Assistance: Provide professional and clear guidance to clients on resolving their technical concerns. Documentation: Maintain accurate records of troubleshooting steps, resolutions, and customer interactions. Collaboration: Work closely with internal teams ( engineering, development, and product teams ) to escalate complex issues when needed. Quality Assurance: Ensure consistent follow-up and proactive communication to improve the customer experience. Qualifications: Experience in Technical Support (Breakfix, troubleshooting, or help desk roles preferred). Strong understanding of telecom services (VoIP, PBX, SIP, network configurations, etc.). Familiarity with SQL (basic query execution and troubleshooting). Knowledge of JavaScript-based interfaces (not coding, but interpreting logical statements). Excellent phone-based customer service skills with the ability to handle support calls effectively. Ability to manage multiple support tickets while maintaining high service levels. Preferred Skills: Experience in a business solutions or telecom services environment. Exposure to CRM or ticketing systems (Zendesk, ServiceNow, Freshdesk, etc.). Understanding of network troubleshooting and basic IT infrastructure. Why Join Us? Be part of a growing company that provides cutting-edge telecom and software solutions. Work in a collaborative, problem-solving environment with a team of technical experts. Competitive salary, benefits, and opportunities for professional growth.