Mandarin Fibre Helpdesk Specialist — Tech Support

Full Job Description We are seeking highly motivated and technically inclined individuals to join our dynamic team as Fibre Broadband Technical Helpdesk Agents. In this role, you will be the first point of contact for customers experiencing technical difficulties with their fibre broadband services. You will be responsible for diagnosing and resolving customers broadband issues effectively and efficiently, ensuring a high level of customer satisfaction.

Key Responsibilities

• Receive and handle inbound calls regarding fibre broadband technical issues.
• Diagnose and troubleshoot a wide range of 10G PON technical problems, such as installation, Internet connectivity, slow speeds, ONT/router issues, Wi‑Fi connectivity, and voice problems remotely.
• Provide clear and concise technical explanations to customers in a professional and friendly manner, ensuring timely resolution of issues.
• Escalate complex issues to higher‑level support t...