QoS & Technical Support Specialist (Remote)

AZURREO•Lebanon, PA

1d•Remote

About The Position

We are looking for an experienced QoS & Technical Support Specialist to join our Operations team. In this role, you will monitor service quality, analyze QoS performance, troubleshoot customer issues, and coordinate with internal technical teams to ensure timely resolution. You will also serve as a technical point of contact for customers, providing clear communication and maintaining high service standards throughout the incident lifecycle.

Requirements

Bachelor's degree in Telecommunications, Computer Science, Information Technology, Engineering, or a related field.
5 years of experience in QoS, Service Assurance, Telecom Technical Support, Network Operations, or a similar role.
Strong understanding of QoS KPIs (Packet Loss, Latency, Jitter, Throughput, Availability), TCP/IP networking , DNS and Internet connectivity & Root cause analysis and technical troubleshooting
Experience with monitoring and ticketing tools.
Experience supporting international customers in a technical environment.
Excellent written and spoken English.
Strong analytical, communication, and customer management skills.
Ability to manage multiple priorities while working independently in a remote environment.

Responsibilities

Monitor and analyze QoS KPIs, including packet loss, latency, jitter, throughput, and availability.
Investigate service degradation and perform first-level technical troubleshooting.
Manage customer incidents from reporting through resolution, ensuring SLA compliance.
Coordinate with Engineering and Operations teams to resolve technical issues.
Provide timely, professional updates to customers via email and other communication channels.
Prepare incident reports, QoS reports, and technical documentation.
Identify recurring issues and contribute to service improvement initiatives.