Remote Technical Troubleshooting Support Representative
About Company Mascom Wireless Botswana is a leading telecommunications company in Botswana, committed to connecting communities and enabling digital growth across the nation. Since our inception, we have been at the forefront of innovation, consistently providing reliable mobile network services, cutting-edge internet solutions, and a wide array of value-added services to millions of customers. Our core mission is to empower Batswana with state-of-the-art communication tools, thereby fostering significant economic development and social progress. At Mascom, we cultivate a vibrant culture built on excellence, integrity, and an unwavering commitment to customer-centricity, where every team member's contribution is vital to our collective success. We believe in nurturing talent, promoting continuous professional growth, and making a tangible, positive difference in people's everyday lives. Join a dynamic organization that leads the way in connecting Botswana. Job Description Are you a natural problem-solver with a profound passion for technology and a genuine desire to assist others? Mascom Wireless Botswana is actively seeking a highly motivated and dedicated Remote Technical Troubleshooting Support Representative to join our dynamic and customer-focused team. In this essential, fully remote role, you will serve as the initial point of contact for our valued customers, delivering exceptional technical assistance and expertly resolving a wide array of connectivity and service-related issues, all from the comfort and convenience of your home office. Your contributions will be pivotal in guaranteeing that our customers consistently experience seamless service. This involves skillfully diagnosing intricate technical problems, patiently guiding customers through effective solutions, and escalating more complex or persistent issues to senior support engineers when necessary, following our established protocols. This position demands strong, empathetic communication skills, a robust understanding of modern mobile and internet technologies, and an unwavering commitment to achieving customer satisfaction. We are specifically looking for an individual who thrives in a fast-paced, challenge-driven environment, demonstrates excellent autonomy and can work effectively independently, and possesses the keen analytical skills required to dissect and resolve a diverse range of technical challenges efficiently. If you are eager to contribute your talents to a company that plays a vital role in connecting a nation and are excited by the prospect of a flexible yet impactful career, we strongly encourage you to apply. This role offers the unique advantage of remote work flexibility while being an integral part of our Tonota-based team, dedicated to serving the Central District and beyond with top-tier technical support. Key Responsibilities • Provide first-line remote technical support to Mascom customers via phone, email, and chat, diagnosing and resolving issues related to mobile services, internet connectivity (4G/5G, Fibre), and other Mascom products. • Guide customers through step-by-step troubleshooting procedures, ensuring clear, concise, and empathetic communication. • Accurately document all customer interactions, technical details, and resolutions in the CRM system, maintaining high data integrity. • Escalate complex or unresolved technical issues to senior support engineers or relevant departments following established protocols and timelines. • Maintain up-to-date knowledge of all Mascom products, services, and evolving technical support procedures and technologies. • Educate customers on product features, self-service options, and best practices for optimal service usage to enhance their experience. • Contribute to the continuous improvement of support processes and overall customer satisfaction by providing valuable feedback and insights to management. • Adhere strictly to company policies, service level agreements (SLAs), and quality standards in all customer interactions and duties. Required Skills • Minimum of 1 year of proven experience in a technical support, help desk, or customer service role, preferably within the telecommunications sector. • Proficiency in diagnosing and troubleshooting common mobile phone, internet (4G/5G, Fibre, ADSL), and network connectivity issues. • Excellent verbal and written communication skills in both English and Setswana. • Strong problem-solving, analytical, and critical thinking abilities. • Ability to work independently, prioritize tasks, and manage time effectively in a remote work environment. • Proficient computer skills, including experience with CRM software and ticketing systems. • High school diploma or equivalent educational background. Preferred Qualifications • A diploma or degree in Information Technology, Computer Science, Telecommunications, or a closely related technical field. • Demonstrated experience with remote diagnostic tools and software. • Familiarity with Mascom's specific product offerings and service portfolio. • Prior experience working successfully in a fully remote support capacity. • Relevant certifications in IT support (e.g., CompTIA A+, ITIL Foundation). Perks & Benefits • Competitive monthly salary commensurate with experience and skills. • Comprehensive health insurance coverage for peace of mind. • Generous company-sponsored mobile data and call allowances. • Significant opportunities for professional development and accelerated career growth within a leading telecom company. • Flexible remote work environment, promoting work-life balance. • Access to a supportive, collaborative, and innovative team culture. • Performance-based bonuses tied to individual and team achievements. How to Apply Interested candidates are strongly encouraged to submit their application by clicking the link provided below. Please ensure your curriculum vitae (CV) clearly highlights your relevant experience in technical support and your ability to thrive in a remote work setup. Only shortlisted candidates who meet the specified criteria will be contacted for an interview. Apply tot his job