QoS & Technical Support Specialist
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Job Description
QoS & Technical Support Specialist monitoring telecom services and troubleshooting customer issues. Joining Azurreo's remote team to ensure high quality of tech support across various regions.
Responsibilities:
- Monitor and analyze QoS KPIs, including packet loss, latency, jitter, throughput, and availability.
- Investigate service degradation and perform first-level technical troubleshooting.
- Manage customer incidents from reporting through resolution, ensuring SLA compliance.
- Coordinate with Engineering and Operations teams to resolve technical issues.
- Provide timely, professional updates to customers via email and other communication channels.
- Prepare incident reports, QoS reports, and technical documentation.
- Identify recurring issues and contribute to service improvement initiatives.
Requirements:
- Bachelor's degree in Telecommunications, Computer Science, Information Technology, Engineering, or a related field.
- 5 years of experience in QoS, Service Assurance, Telecom Technical Support, Network Operations, or a similar role.
- Strong understanding of QoS KPIs (Packet Loss, Latency, Jitter, Throughput, Availability), TCP/IP networking , DNS and Internet connectivity & Root cause analysis and technical troubleshooting.
- Experience with monitoring and ticketing tools.
- Experience supporting international customers in a technical environment.
- Excellent written and spoken English.
- Strong analytical, communication, and customer management skills.
- Ability to manage multiple priorities while working independently in a remote environment.
Benefits:
- Competitive salary.
- Fully remote, full-time position: 9 AM to 6 PM local time + 1 hour break.
- Company laptop and professional tools.
- Structured onboarding, technical training, and mentorship.
- Exposure to international customers and telecom projects.
- Career growth and performance-based salary reviews.
- Paid leave, public holidays, and overtime compensation when required.
- Friendly, collaborative, and multicultural work environment.
- Overtime: Fully compensated Required depending on operational needs May include coordination across time zones
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