FiberX iq is hiring

Responsibilities

As a Technical Customer Support Specialist, your primary role is to manage technical customer requests routed from the call center. You will ensure impartial investigation of all complaints and provide timely resolution while meeting the company’s Service Level Agreements (SLAs).

Core Duties

Rapid Response and Resolution

• Provide swift responses to technical and configuration queries from customers
• Attend to calls routed from the call center, meeting customer service targets in response time and issue resolution

Customer Satisfaction

• Ensure customer transactions are completed satisfactorily in accordance with SLAs
• Assist customers with a wide range of technical issues
• Take ownership of reported issues and ensure full resolution

Technical Expertise

• Gain in-depth knowledge of the company’s network, equipment, and services
• Troubleshoot system-related issues with strong analytical skills
• Handle network and hardware troubleshooting, fault analysis, and repair

Documentation and Reporting

• Follow standard procedures for documentation, reporting, and escalation
• Provide accurate updates to customers throughout the case lifecycle
• Ensure all support tickets are properly recorded and closed

Collaboration

• Coordinate with Network Operations Center (NOC) teams to resolve issues
• Share findings with a centralized knowledge base
• Collaborate with internal departments for technical resolutions

SLA Compliance

• Ensure support cases comply with SLA terms
• Set proper expectations to maintain high customer satisfaction

Continuous Improvement

• Identify inefficiencies and recommend improvements
• Contribute to permanent or workaround solutions during incident resolution

Knowledge Development

• Build subject matter expertise on company products and services

On-Call Support

• Participate in on-call support rotation for after-hours issues

Efficiency and Cost Reduction

• Aim to resolve customer complaints in fewer iterations to reduce operational costs

Requirements

• Bachelor of Science in Computer, Telecom, or Electrical Engineering (or a related field)
• Minimum of 1 year of relevant experience
• Certifications: CCNA, MTCNA
• Strong written and spoken English and Arabic
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)

Skills & Keywords

CCNA, MTCNA, Mikrotik, UBNT, Networking, Telecom Engineering, Communication Engineering, Computer Engineering, Network Troubleshooting, Telecommunication, Technical Support

To Apply:
Please mention the job title in the email subject line.
Send your CV to: jobs@fiberx.iq