Technical Support Specialist

The Technical SupportSpecialist is the first point of contact for residential andbusiness customers seeking support with their internet andfibre services. This role combines excellent customerservice with a basic technical understanding offibre-optic networks, equipment, and connectivitytroubleshooting. You will help customers withinquiries, resolve service issues, and ensure aseamless customer experience while maintaining Ripple Fibre'shigh standards of reliability and satisfaction.

• Respond to inboundcustomer inquiries via phone, email, and chat in aprofessional and timely manner
• Assist customerswith service setup, account management, billing, andtroubleshooting of basic technical issues (modems, routers,connectivity, and fibre equipment)
• Provide clear,easy-to-understand instructions to customers for technicalsetup or troubleshooting
• Escalate complextechnical issues to the appropriate technical teams whilemaintaining customer confidence
• Document allinteractions accurately in the CRM system
• Follow standardoperating procedures, ensuring compliance with companypolicies and regulatory requirements
• Meet individualperformance targets for call quality, resolution time, andcustomer satisfaction
• Proactivelyfollow up with customers to ensure issues areresolved and service levels aremaintained

• Minimum1 year's Technical Support or Call Centre Experience
• InternationalCampaign experiences is advantageous
• Abilityto work in USA hours and weekends.

• Excellentwritten & Spoken English communication skills(Grammer, Spelling and tone)
• Strongcustomer-centric mindset with problem-solving approach
• Highattention to detail and accuracy
• Strongtime management and organizational skills
• Resilient,adaptable and able to work under pressure
• Tech-savvywith the ability to learn new systems quickly.
• Attendance bonus
• Performance-based Incentives
• Careerprogression and promotion opportunities
• Group Life Plan(Life Cover, Disability Benefit and Dread Disease andFuneral Cover)