L2 Support Specialist (Call Center) Full Time

Position: L2 Support Specialist (Call Center)
Location: Dhumbarahi, Kathmandu
Employment Type: Full-time
Shift: Rotational (Including nights and weekends as needed)
Salary: 20000/-
No. of Requirements: 3 persons

About Us:

We are a leading Internet Service Provider committed to delivering reliable, high-speed internet to our customers. Our support team plays a critical role in maintaining customer satisfaction and ensuring our services run smoothly. We are seeking a highly skilled and customer-focused L2 Support Specialist to join our team.

Job Overview:

As an L2 Support Specialist, you will provide advanced technical support to resolve complex customer issues escalated from the L1 support team. You’ll play a key role in diagnosing, troubleshooting, and resolving problems related to internet connectivity, hardware, and software configurations. Additionally, you’ll work closely with our technical teams to enhance support processes and improve customer experience.

Key Responsibilities:

• Handle escalated support requests from L1 team, providing in-depth technical support to resolve complex issues.
• Diagnose and troubleshoot issues related to internet connectivity, routers, modems, and other network equipment.
• Work with customers over the phone, via chat, and email, ensuring clear communication and prompt resolution of issues.
• Perform remote diagnostics, configuration changes, and firmware updates as needed.
• Collaborate with network engineers and field technicians for escalated cases requiring further investigation.
• Document and track all support interactions, maintaining accurate records in the company’s CRM and ticketing system.
• Identify patterns or recurring issues and provide feedback to the L1 team for improvements.
• Participate in training sessions to stay updated on new technology and service improvements.

Qualifications:

• Minimum of 1 year experience in technical support or a call center, preferably in an ISP or telecommunications environment.
• Strong knowledge of networking protocols (TCP/IP, DNS, DHCP) and internet troubleshooting.
• Familiarity with routers, modems, and network equipment; experience in configuring and troubleshooting hardware remotely.
• Excellent communication and problem-solving skills, with a customer-focused approach.
• Ability to work in a fast-paced environment, handling multiple tasks and priorities effectively.

Preferred Skills:

• Certifications such as CompTIA Network+, Cisco CCNA, or equivalent are a plus.
• Prior experience with fiber-optic internet, DSL, or cable internet services.
• Bilingual candidates are highly encouraged to apply.

How to Apply:
Interested candidates are encouraged to send their resume and cover letter to [email protected] with the subject line “L2 Support Specialist Application – [Your Name].”