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Technical Support Specialist
2 months ago
We are seeking highly motivated and customer-focused Support Engineers to join our growing global Operations team at KDDI Spherience AB.
Job Summary:As a Support Engineer, you will be responsible for providing technical assistance and troubleshooting support to our clients (B2B) and internal teams. We are looking for both Senior and Junior Support Engineers with a strong background in telecommunications and IoT solutions.
Key Responsibilities:- Provide technical support and assistance to customers experiencing issues with products and services, including voice, data, and networking solutions.
- Perform incident handling in accordance with Incident Management procedures.
- Monitor, diagnose, and troubleshoot complex technical problems related to network infrastructure.
- Troubleshoot in Operational Support Tools and other available means.
- Communicate effectively with customers to gather information about issues and provide timely updates on the status of support tickets.
- Collaborate with cross-functional teams, including sales, engineering, and product development, to resolve customer issues and ensure timely resolution.
- Document support activities, including troubleshooting steps, solutions, and customer interactions, in a clear and concise manner.
- Develop and maintain knowledge base articles, technical documentation, and training materials to support customer self-service and internal knowledge sharing.
- Participate in 24/7/365 rotations.
- Stay up-to-date with the latest telecommunications technologies, industry trends, and best practices to continuously improve technical skills and knowledge.
- Identify opportunities for process improvement and contribute to the development of tools and resources to enhance support efficiency and effectiveness.
- Foster positive relationships with customers by providing proactive communication, personalized support, and timely resolution of issues.
- Senior role: Mentor and coach junior support engineers by providing guidance and mentorship on technical troubleshooting and customer service best practices.
- Deliver training sessions for new staff members on core technical skills, product knowledge, and troubleshooting procedures relevant to the support role.
- Bachelor's degree in engineering, information technology, data communications, telecommunications, computer science, or a related field, or equivalent education and work experience.
- At least 3 years of experience in technical support services.
- Proven experience in a technical support role preferably within the telecommunications and IoT industry.
- Senior role: Proven experience in a technical support role within the telecommunications and IoT industry, with a strong understanding of network topologies, connectivity, networking protocols, and telecommunications standards.
- Proficiency in troubleshooting techniques and tools.
- Excellent communication skills, both written and verbal, can explain technical concepts to non-technical audiences.
- Strong problem-solving and analytical skills, with the ability to systematically analyze complex issues and identify root causes.
- Customer-focused mindset with a dedication to delivering high-quality support and exceeding customer expectations.
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and adapting to changing requirements.
We are excited to welcome talented individuals to our team at KDDI Spherience AB. If you are a motivated and experienced professional with a passion for delivering exceptional customer support, we encourage you to apply for this position.
