Technical Support Specialist - Wireless ISP

This role supports a UK-based wireless internet service provider delivering reliable connectivity to end users. The Technical Support Specialist provides advanced technical and customer support, combining 2nd and 3rd line troubleshooting with account management responsibilities. The position plays a critical role in ensuring service continuity, customer satisfaction, and operational accuracy during peak demand periods.

The Technical Support Specialist – Wireless ISP is a hybrid technical and customer-facing role responsible for providing advanced support within a wireless internet service provider environment. This position focuses on resolving complex connectivity issues, supporting customer accounts, and ensuring a high-quality support experience across multiple communication channels. Working remotely, the specialist plays a key role during peak operational periods and collaborates closely with internal teams to maintain service reliability.

Responsibilities:
- Provide 2nd and 3rd line technical support within a wireless ISP environment.
- Troubleshoot and resolve complex connectivity and service-related issues.
- Deliver high-volume customer support via phone, email, and digital channels.
- Manage customer accounts, including updates, adjustments, and usage monitoring.
- Escalate unresolved technical issues following documented procedures.
- Follow operational processes accurately to ensure consistency and compliance.

Requirements:
- Minimum of 2 years’ experience providing technical support within a wireless ISP or internet service provider.
- Experience delivering 2nd and 3rd line technical troubleshooting.
- Strong verbal communication skills and confidence handling customer calls.
- Proven ability to work under pressure in a fast-paced support environment.
- High attention to detail with the ability to follow documented processes.
- Experience with customer or account management in a support context.

Benefits:
- Full-time, remote working arrangement.
- Opportunity to support a growing UK-based ISP during peak operational periods.
- Exposure to advanced wireless networking support scenarios.
- Collaborative environment with opportunities for process improvement contributions.

This role offers hands-on technical responsibility and customer impact within a dynamic ISP support operation.