Technical Support Specialist

Here, we understand the importance of maintaining a healthy work-life balance. As part of our client's team here at Colombo, you'll enjoy the exceptional perk of having free hours to yourself after your shift, allowing you to focus on what truly matters in your personal life.

As a Technical Support Specialist, you will undertake a range of responsibilities to ensure seamless service delivery. Additionally, you will troubleshoot internet/voice service issues and possess basic knowledge in telecommunication technologies.Say goodbye to overtime and hello to quality time with family, hobbies, and self-care. Make the most of your career without sacrificing your personal life and be part of a company at the forefront of the telecommunications industry!

Employment Type: Full-time

Shift: 3 AM - 12 PM LK time

Work Setup: Onsite, Colombo

Signal Duties: Your Role in Keeping Us Connected

• Perform various service qualification checks using advanced web-based applications
  
• Effectively respond to sales inquiries/ calls in a courteous, empathetic, and business-like fashion
  
• Undertake sales orders and submit necessary applications for effective provisioning/delivery of services
  
• Troubleshoot internet/ voice service issues and a basic knowledge of telecommunication technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, VoIP.
  
• Collaborate with our Products, Operations, and Quality teams to troubleshoot problems, improve processes, and ensure customer satisfaction.
  
• Communicate with customers through inbound calls, outbound calls, chat, and email channels.
  
• Assist new clients with their internet set-up make suggestions as an industry expert and give an overall great first impression.
  
• Use the provided knowledge base to research answers to customer inquiries and respond to customers with timely, accurate information.
  
• Document customer needs, questions, interactions, and suggestions for recording call/email notes in the appropriate CRM, tools, or tracking systems.
  
• Attend regular 1:1 coaching sessions with your supervisor to ensure you regularly meet key performance indicators, emphasis will be placed on NPS (Net promoter Score) and ASA (Average Speed of Answer).
  
• Comply with telecom regulatory and compliance issues in Australia when providing end-user assistance.
  

Requirements

Connection Credentials: What You Need to Succeed

About You

• Outstanding business communication skills in English (oral, and written) including the ability to use accurate grammar, spelling, punctuation, summarize, and communicate technical requirements and solutions to non-technical stakeholders.
  
• Live web-chat support experience
  
• Delivers exceptional service day in and day out with fast response times and clear, helpful communication
  
• Creates a WOW factor in all interactions and identifies customer needs successfully
  

Qualifications and Experience

• Degree in IT/ Sales/ Computer Networking City & Guilds - Certificate in Electrical and Electronics Technology (IVQ Level 2) or Diploma in Electrical and Electronic Engineering (IVQ Level 3).
  
• Edexcel BTEC HND in Telecommunication Engineering will be an added advantage.
  
• Basic knowledge of computer networking such as basic networking theories, concepts, and troubleshooting is a prerequisite.
  
• Minimum 1+ years of customer care experience, live web-chat support, or experience in a similar role
  
• Solid personal experience with personal selling and a flair for sales
  
• Experience in a Telco/ISP environment will be a distinct advantage
  
• Patience, courtesy, and the ability to pay attention to ultimate detail
  
• Ability to work for extended periods
  

Benefits

Perks on the Line: Benefits That Keep You Connected

• Competitive Package
  
• Medical Life Insurance
  
• Standard government and Emapta benefits
  
• Free upskilling through Emapta Academy courses (want to know more visit )
  
• Well-equipped, modern, and accessible offices
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  

Unleashing Innovation: Meet Australia's Leading Challenger Telco

Our client stands as a leading Australian telecommunications company, redefining the landscape as a challenger telco and internet service provider. Embracing innovation and unlimited possibilities, our client is more than just a utility it's an experience-driven entity committed to excellence from the ground up. With a focus on technology over traditional telco approaches, they offer quality service across consumer, business, and wholesale sectors. At the heart of their ethos is a can-do culture that sparks excitement and innovation, driving the deployment of game-changing solutions tailored to address customer pain points.

Join us at Emapta, and let your professional journey take flight in the heart of Sri Lankan culture!

As one of the top places in Asia for the BPO industry, the country's premier talent is one of the best in the Eastern market. Sri Lanka is recognized as Asia's rising IT and Engineering destination, making Emapta not just your doorway to success but your gateway to tons of international opportunities that will boost your career to new heights - all with the luxury of staying in the cradle of the country's vibrant heritage.

With a stellar track record and a diverse set of over 700 international clients, Emapta offers a robust foundation for your career growth. For over a decade, we have helped companies adapt to ever-changing market needs by providing access to a wide range of talent, office solutions, and more. Our mission is to hone your skills and help you reach the top in the country. Emapta embodies a culture that encourages innovation, collaboration, and continuous learning. Emapta is more than a workplace it's a community that understands the importance of a harmonious work-life balance.

#EmaptaExperience