Service Quality Support Specialist

AZURREO • Lebanon, PA

1d • Remote

About The Position

As a Service Quality Support Specialist, you investigate and resolve escalated technical cases affecting customer service quality. You work between Customer Support, who pass cases to you, and the specialist teams you draw on when a root cause sits outside your scope. The work begins with establishing what is actually happening, which is not always what was reported: what changed, when, who else is affected, and what each check eliminates. Some cases close with you. Others belong to specialist teams, and the judgement lies in knowing which — then handing them over with enough context to be acted on, and keeping them in view until they are resolved. An escalation nobody chases is still your escalation. Throughout, the customer knows where matters stand, because you told them before they had to ask. Not all of it is interesting. You will write the incident report at the end of a long day, and some customers will reach you already frustrated. The people who do this well are not the ones who never get stuck; they are the ones who say so early. The role sits where customer support and network service quality meet, which makes it a strong place to build from. Where it leads depends on your performance.

Requirements

• At least two years in a structured professional environment — technical support, IT, telecom, service desk or comparable customer-facing technical work.
• Sound IT fundamentals — networking basics, connectivity troubleshooting, and the discipline to reason through a problem in a defensible order.
• English that holds up in writing. Every update and report is written, much of it read by non-native speakers.
• Judgement under load — several cases open at once, and the ability to explain how you ordered them.
• Ownership and self-direction, which remote work rewards.

Nice To Haves

• Ticketing or monitoring platforms
• Telecom, ISP or hosting exposure
• A networking certification such as CCNA or Network+
• A relevant degree

Responsibilities

• Own escalated technical cases through to confirmed resolution.
• Investigate service quality issues against the thresholds customer contracts commit to.
• Troubleshoot methodically and establish root cause.
• Coordinate with the specialist teams that own a fix, and follow through to closure.
• Support customers through service upgrades and changes.
• Track cases against service-level commitments and keep customers informed.
• Document findings clearly, and raise recurring problems so they are fixed at source.

Benefits

• Structured onboarding and QoS training, with mentoring from experienced colleagues.
• Genuine international exposure — customers and colleagues across four continents.
• Direct access to senior technical colleagues, and room to develop towards deeper service-assurance work, network operations or technical leadership, based on performance.
• A long-term position, worked remotely.
• Overtime is occasionally required and is compensated.
• Company laptop and tools provided.
• Paid leave and public holidays per local law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree