JOB OVERVIEW:
* Our UK client seeks Technical Broadband Support staff to assist customers with network, connectivity, and hardware issues. You'll be the first line of support, ensuring a smooth internet experience through prompt, knowledgeable, and empathetic service.
CORE RESPONSIBILITIES:
* Respond to customer queries via phone, email, or chat regarding broadband internet issues.
* Walk customers through troubleshooting steps for routers, modems, and connections.
* Escalate unresolved issues to Tier 2/3 technical support or network engineering teams.
* Diagnose and resolve broadband and Wi-Fi connectivity problems.
* Guide users through resetting equipment, checking connections, and updating firmware.
* Assist with the configuration of home routers, firewalls, or mesh network devices.
* Monitor performance and escalate outages or disruptions
* Log incidents and requests in CRM/ticketing systems
* Track recurring issues for long-term solutions and improvements
* Update internal knowledge base and support documentation
* Provide feedback to product and engineering teams from customer insights
TRAINING AND QUALIFICATIONS:
* Knowledge of broadband technologies (DSL, Fiber, Cable)
* Familiar with IP, DNS, DHCP, NAT, and Port Forwarding
* Experience supporting routers, modems, and Wi-Fi extenders
* Skilled in remote diagnostics and basic CLI commands
* Strong communication and active listening skills
* Empathetic, patient, and customer-focused approach
* Analytical and logical problem-solving abilities
* Able to work independently under pressure and during outages
HOW TO APPLY:
Interested candidates can send their CV and
Updated portfolio to the recruitment email or the recruitment number.
+263 778 351 175 or our email
Salary
Competitive
Monthly based
Location
Ghana
Ghana
