Technical Support Specialist
WFA Digital Insight
As the demand for technical support specialists continues to rise, with a 25% increase in job openings in the past year, Webbing is looking for an experienced professional to join their team. With the growing need for seamless customer experiences, candidates with strong analytical skills and a solid understanding of technical support principles are in high demand. Webbing, a global data MVNO, offers a unique opportunity to work with cutting-edge technology and a talented team of professionals. Before applying, candidates should be prepared to showcase their technical expertise and ability to work in a fast-paced environment.
Job Description
About the Role
The Technical Support Specialist role at Webbing is a critical position that requires a strong technical background and excellent communication skills. As a key member of the support team, you will be responsible for resolving customer issues in a timely and efficient manner. The role entails working in a rotating shift environment, including nights and weekends, to ensure 24/7 coverage.The support team at Webbing is a close-knit group of professionals who are passionate about delivering exceptional customer experiences. As a Technical Support Specialist, you will be working closely with the team to resolve complex technical issues and identify areas for process improvement. The role reports to a senior support manager who will provide guidance and mentorship to ensure your success.
Webbing is a company that values innovation and customer satisfaction, and the support team plays a vital role in achieving these goals. As a Technical Support Specialist, you will have the opportunity to work with cutting-edge technology and contribute to the development of new processes and procedures.
What You Will Do
- Respond to customer inquiries and support requests via Zendesk and other channels
- Analyze system behavior and customer data to diagnose performance and connectivity issues
- Resolve recurring operational incidents and collaborate with internal teams to identify underlying causes of service irregularities
- Provide consistent and informative updates to customers throughout the case lifecycle
- Ensure accurate ticket categorization, prioritization, and closure based on business impact
- Identify and suggest improvements to support tooling and diagnostic workflows
- Test and provide feedback on internal support utilities
- Produce concise, scenario-driven documentation to support recurring cases
- Maintain workflows for internal troubleshooting procedures and escalation points
- Log case studies for new incident types and coordinate feedback into training materials
- Serve as a go-to resource for junior colleagues on platform behavior and debugging tips
- Participate in onboarding support peers by walking through real cases and tools
- Track incident types and trends using Excel or Power BI for data-driven insights
- Report anomalies or sudden issue spikes to the appropriate teams for early intervention
- Participate in structured shift handovers to ensure case continuity and SLA compliance
What We Are Looking For
- 5+ years of experience in customer and technical support roles within a telecom, IoT, or network provider environment
- Completed or actively pursuing a degree in Telecommunications, Computer Science, or a related field
- Exposure to tracing or diagnostic tools like Sigos or OSIX is a strong advantage
- Experience using Zendesk or equivalent support/ticketing systems
- Strong working knowledge of Excel, with familiarity in formulas, pivot tables, or basic dashboards (Power BI is a plus)
- Excellent English communication skills — written and spoken
- Ability to work in rotating shifts, including nights/weekends when required
- Strong analytical thinking, a collaborative mindset, and initiative to resolve problems independently
Nice to Have
- Experience with data analysis and visualization tools
- Knowledge of programming languages such as Python or Java
- Familiarity with ITIL or other service management frameworks
- Certification in technical support or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a talented team of professionals
- Professional development opportunities, including training and certification programs
- Flexible working hours and remote work options
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
- Recognition and reward programs for outstanding performance
- Comprehensive health and wellness programs
- Paid time off and vacation days
How to Stand Out
- Tip: Make sure to highlight your technical skills and experience in your resume and cover letter, as these will be key factors in the hiring decision.
- Be prepared to provide specific examples of how you have resolved complex technical issues in the past, and how you have improved processes and procedures in your previous roles.
- Familiarize yourself with Zendesk and other support tools, as well as data analysis and visualization software such as Excel and Power BI.
- Showcase your ability to work in a fast-paced environment and your willingness to learn and adapt to new technologies and processes.
- Prepare to discuss your experience with ITIL or other service management frameworks, and how you have applied these principles in your previous roles.
- Be ready to provide examples of how you have collaborated with internal teams to resolve issues and improve customer satisfaction.
- Research the company culture and values, and be prepared to discuss how you align with these and how you can contribute to the team's success.
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