Service Quality Support Specialist

This is a fully remote position, open to applicants in Lebanon, +1 more state.

📋 Description

• Take ownership of escalated technical cases until a confirmed resolution is achieved.

• Examine service quality issues in relation to the standards stipulated in customer contracts.

• Methodically troubleshoot problems to identify the root cause.

• Collaborate with specialized teams that are responsible for implementing fixes and ensure follow-through until closure.

• Assist customers during service upgrades and modifications.

• Monitor cases in accordance with service-level agreements and keep customers updated.

• Clearly document findings and report recurring issues to ensure they are addressed at the source.

• Determine the actual situation, identify changes, establish when they occurred, note who else is impacted, and understand what each check rules out.

• Transition cases to specialized teams with sufficient context for action and maintain oversight until resolution.

• Prepare incident reports and communicate status updates to customers.

⛳️ Requirements

• A minimum of two years' experience in a structured professional setting — such as technical support, IT, telecommunications, service desk, or similar customer-facing technical roles.

• Strong foundational knowledge in IT.

• Basic understanding of networking and connectivity troubleshooting.

• Capability to systematically reason through problems in a logical order.

• Proficient in written English.

• Good judgment under pressure while managing multiple open cases.

• Ability to articulate case prioritization effectively.

• Demonstrated ownership and self-direction.

• Helpful, but not mandatory: experience with ticketing or monitoring platforms.

• Helpful, but not mandatory: exposure to telecommunications, ISP, or hosting environments.

• Helpful, but not mandatory: possession of a networking certification such as CCNA or Network+.

• Helpful, but not mandatory: a relevant degree.

• Availability to work from 09:00 to 18:00 local time, Monday to Friday.

• Occasionally, overtime may be required.

🏝️ Benefits

• Structured onboarding process along with Quality of Service training.

• Mentorship from seasoned colleagues.

• Authentic international exposure — engaging with customers and colleagues across four continents.

• Direct access to senior technical team members.

• Opportunities for professional growth towards advanced service-assurance roles, network operations, or technical leadership, depending on performance.

• Occasionally required overtime is compensated.

• Company-provided laptop and tools.

• Paid leave and public holidays in accordance with local laws.