TECHNICAL BROADBAND PERSONNEL –  YOU PRO CONTACT 214 views

VACANCY 

 YOU PRO CONTACT – Technical Broadband Support Personnel Vacancy

YOU PRO CONTACT WE ARE HIRING

Technical Broadband Support Personnel
(Customer Support / Technical Services) – Full-time, Harare

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