Service Quality Support Specialist

Azurreo

Service Quality Support Specialist resolving escalated telecom service-quality cases for Azurreo, a global telecommunications and technology company. Investigating root causes, coordinating technical fixes, and keeping customers informed through resolution.

Posted 8/11/2026full-timeRemote • 🇱🇧 LebanonJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities with a focus on troubleshooting, case management, and effective communication. Proficient in investigating service quality issues and coordinating with specialist teams to ensure customer satisfaction.

Highest-signal resume keywords

Technical Support ExperienceNetworking BasicsTroubleshooting SkillsIncident ReportingCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingService Quality InvestigationRoot Cause AnalysisCase ManagementNetworking FundamentalsConnectivity TroubleshootingService-Level TrackingDocumentation SkillsProblem-Solving

Soft Skills

Judgement Under LoadOwnershipSelf-DirectionEffective CommunicationOrganizational Skills

Tools & Technologies

Ticketing PlatformsMonitoring Platforms

Certifications & Qualifications

CCNANetwork+

Industry Keywords

ITTelecomService DeskCustomer-Facing Technical Work

About the role

Key responsibilities & impact

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 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
Establish what is actually happening, what changed, when, who else is affected, and what each check eliminates
Hand cases over to specialist teams with enough context to be acted on and keep them in view until resolved
Write incident reports and communicate status to customers

Requirements

What you’ll need

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 and connectivity troubleshooting
Ability to reason through problems in a defensible order
English that holds up in writing
Judgement under load while managing several open cases
Ability to explain how cases were ordered
Ownership and self-direction
Useful, though not required: ticketing or monitoring platforms
Useful, though not required: telecom, ISP or hosting exposure
Useful, though not required: a networking certification such as CCNA or Network+
Useful, though not required: a relevant degree
Ability to work 09:00 to 18:00 local time, Monday to Friday
Occasional overtime may be required

Benefits

Comp & perks

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