Technical Support Representative

Position Summary

We are seeking a customer-focused Technical Support Representative to join our Service Delivery and Technical Operations team. The successful candidate will provide technical support to residential and business customers, troubleshoot internet and network-related issues, and ensure a positive customer experience through timely resolution and clear communication.

The ideal candidate has a strong background in the ISP/telecommunications industry, with hands-on experience troubleshooting no internet, slow speed, intermittent connection, Wi-Fi, modem/router, and other connectivity issues.

Key Responsibilities

Customer Technical Support

• Provide first and second-level technical support via phone, email, and ticketing systems.

• Diagnose and troubleshoot internet connectivity, slow speed, intermittent connection, Wi-Fi, modem, router, and other network-related issues.

• Guide customers through troubleshooting procedures using clear, professional, and easy-to-understand communication.

• Troubleshoot basic ISP and networking concerns, including:

• NBN FTTP, FTTN, FTTB, FTTC, and HFC

• PPPoE and IP authentication

• DNS, DHCP, NAT, routing, and switching

• Wi-Fi performance and connectivity

• Router, modem, and customer premises equipment (CPE)

• Analyse service performance using available network monitoring and diagnostic tools.

• Log, prioritise, and manage incidents and service requests through ticketing systems.

• Escalate complex or unresolved issues to NOC, Network Engineering, Carrier, or Field Support teams.

• Monitor and follow up on open tickets to ensure timely resolution.

• Coordinate with carriers, field technicians, and technical teams when required.

• Keep customers informed of the status and progress of their reported issues.

• Accurately document troubleshooting steps, findings, resolutions, and customer interactions.

• Assist with service activations and verify basic service configuration and provisioning information when required.

• Identify recurring issues and contribute to knowledge base articles, troubleshooting guides, and process improvements.

Customer Experience

• Deliver professional, courteous, and customer-focused support at all times.
• Manage customer expectations and provide timely updates on incidents and service requests.
• Explain technical issues and solutions in simple, non-technical terms.
• Handle customer concerns professionally and maintain a positive attitude.
• Demonstrate empathy, active listening, and strong conflict-resolution skills.

Key Competencies

Technical Excellence

• Strong ISP and telecommunications troubleshooting skills.
• Good understanding of networking fundamentals and internet connectivity.
• Strong analytical, diagnostic, and problem-solving skills.
• Ability to identify and resolve technical issues efficiently.
• Ability to manage multiple technical issues and prioritize tasks effectively.
• Attention to detail when troubleshooting and documenting incidents.

Customer Focus

• Strong verbal and written English communication skills.
• Excellent customer service and relationship management skills.
• Ability to explain technical concepts clearly to non-technical customers.
• Empathy, patience, and active listening.
• Ability to remain professional when handling difficult or frustrated customers.

Operational Excellence

• Strong time management and prioritization skills.
• Ability to work independently and as part of a technical support team.
• High level of accountability and ownership of customer issues.
• Process-driven and SLA-focused mindset.
• Ability to work effectively in a fast-paced ISP environment.
• Commitment to continuous learning and technical development.

Qualifications

Essential

• Graduate of an IT-related course or equivalent technical experience.
• Minimum 1–2 years of experience in ISP Technical Support, Telecommunications, Help Desk, NOC, or related technical support roles.
• Strong understanding of ISP services, internet connectivity, and networking fundamentals.
• Hands-on experience troubleshooting common ISP issues such as no internet, slow speed, intermittent connection, Wi-Fi, modem, and router concerns.
• Familiarity with basic troubleshooting tools such as ping, tracert/traceroute, ipconfig, and nslookup.
• Willing to work on shifting schedules, including nights, weekends, and holidays.
• Must have a reliable internet connection when required to work from home.

Ideal Candidate Profile

The successful Technical Support Representative demonstrates:

• Strong hands-on ISP and internet troubleshooting skills.
• Good understanding of networking fundamentals and customer premises equipment.
• Ability to diagnose and resolve connectivity issues efficiently.
• Strong customer service and communication skills.
• Ability to explain technical solutions in a simple and customer-friendly manner.
• Strong ownership and accountability in handling customer concerns.
• Ability to work effectively in a fast-paced and operational environment.
• A positive attitude and passion for technology and telecommunications.
• Willingness to continuously learn and develop technical skills.