Technical Support Specialist

**Job Information**:
Job Family

**IT***

Work Arrangement

**Onsite***

City

**Colombo***

State/Province

**Colombo***

Country

**Sri Lanka***

**Introduction/Brief Desc of the Client/Account**:
**Welcome to the Future: Your Gateway Begins Here**

Step into a realm where work-life balance isn't just a buzzword; it's a reality. Here in the dynamic telecommunications industry, you'll find yourself at the intersection of innovation and equilibrium. Picture a day where you tackle challenges with agility, yet still, have ample time to pursue your passions outside of work. Join a team that embraces growth, where your ideas are valued, and your potential is limitless. Take the plunge into a role that not only propels the industry forward but also empowers you to carve out a future brimming with possibilities.

**Role Snapshot: Unveiling Your Odyssey**

Be part of our client’s team as a **Technical Support Representative**, providing advanced service qualification checks and troubleshooting internet/voice service issues in the telecommunications industry.
- Employment type:_ Full time- Shift_: 3 AM - 12 PM- Work setup:_ Onsite, Colombo**Task Mastery: Commanding Your Domain**
- Troubleshoot internet/voice service issues and demonstrate basic knowledge in telecommunication technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, VoIP troubleshooting, and support.
- Assist new clients with their internet setup; provide suggestions as an industry expert and create an overall great first impression.
- Utilize the provided knowledge base to research answers to customer inquiries and respond to customers with timely, accurate information.
- Ensure compliance with telecom regulatory and compliance issues in Australia when providing end-user assistance.

**Skill Set: Forge Your Arsenal of Excellence**
- Minimum 1-year BPO TSR experience in an Australian Telecommunications campaign is highly preferred.
- Experience in a Broadband or Telecommunications campaign (i.e., US, UK, CA) is also accepted.
- Experience in Customer Service campaigns can also be considered.
- Experience in live web-chat support or experience is an advantage.
- Excellent written and verbal communication skills.
- Basic knowledge of computer networking, including basic networking theories, concepts, and troubleshooting.
- Completion of a Bachelor’s degree or college undergraduate studies.
- Ability to multitask and work extended hours.

**Rewards Beyond Compare: Benefits Overview**
- Competitive Package
- Medical Life Insurance
- Standard government and Emapta benefits
- Well-equipped, modern, and accessible offices
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams

**Discover Our Realm: Client Insights**

Established as a beacon of innovation in 2014, our client swiftly ascended to prominence in the telecommunications landscape. Since then, they've cemented their position as a key player, boasting impressive milestones and achievements. With over 250,000 consumer customers and 16,000 businesses connected, our client's impact extends far and wide. Their network spans more than 100,000 route kilometers, supported by 250 built and operated Fixed Wireless Towers throughout Australia. Globally, they employ approximately 600 dedicated team members who uphold their core values of innovation, customer-centricity, and collaboration. As they continue to grow and evolve, our client remains steadfast in their commitment to unleashing the unlimited possibilities of the internet.

**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.

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