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. RESPONSIBILITIES OF THE ROLE 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 Requirements QUALIFICATIONS/EDUCATIONand EXPERIENCE: Minimum1 year’s Technical Support or Call Centre Experience InternationalCampaign experiences is advantageous Abilityto work in USA hours and weekends. CORESKILLS AND COMPETENCIES 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) #J-18808-Ljbffr