Service Quality Support Specialist

About the role

As a Service Quality Support Specialist you will investigate and resolve escalated technical cases that impact customer‑facing service quality. Working between the Customer Support team and specialist groups, you will determine the real cause of issues, communicate status to customers and ensure timely resolution.

Key responsibilities

• Own escalated technical cases from intake to confirmed resolution.
• Investigate service‑quality incidents against contractual thresholds.
• Methodically troubleshoot, identify root cause and document findings.
• Coordinate with specialist teams that own the fix and follow through to closure.
• Support customers during service upgrades and changes.
• Track cases against service‑level commitments and keep customers informed.
• Raise recurring problems to be addressed at source.

Required profile

• Minimum two years of experience in a technical support, IT, telecom or service‑desk environment.
• Strong IT fundamentals, including networking basics and connectivity troubleshooting.
• Excellent written English suitable for non‑native readers.
• Ability to juggle several cases simultaneously and explain prioritisation.
• Self‑directed ownership and remote‑work discipline.

Required skills

• Networking basics
• Connectivity troubleshooting