Technical Support Specialist (Remote / Syria & Turkey)

Azurreo is a global technology and outsourcing company with more than 15 years of experience delivering telecommunications, IT, and managed services across more than 25 countries.

As part of our group, you'll also support SignalVerify, our global telecom testing platform operating in over 144 countries, helping mobile operators and technology companies validate their networks worldwide.

Our multicultural team works remotely across several countries, delivering high-quality services while fostering collaboration, innovation, and continuous learning. We invest in our employees through training, mentorship, and long-term career development opportunities.

We are looking for a Technical Support Specialist to join our international Technical Support team.

In this role, you will be the first point of contact for customers experiencing technical issues. You'll take ownership of assigned support tickets, investigate reported problems, troubleshoot technical issues, and coordinate with engineering teams to ensure timely resolutions.

This position combines technical troubleshooting with excellent customer service. You will support customers worldwide through email, phone calls, WhatsApp, and ticketing systems while providing professional, timely, and accurate assistance.

You will also receive training on our telecom platforms and customer equipment, making this an excellent opportunity for someone looking to build a long-term career in telecommunications and technical support.

• Take ownership of assigned customer support tickets from initial assignment through resolution.
• Investigate customer-reported issues and perform first-level technical troubleshooting.
• Respond to customers through email, ticketing systems, phone calls, and WhatsApp.
• Troubleshoot Tier 1 technical issues related to networking, telecommunications, hosting, and connectivity.
• Assist customers with DNS, SSL certificates, FTP, email configuration, internet connectivity, and general network troubleshooting.
• Learn and support customer telecom equipment, including routers, gateways, SIM management platforms, telecom devices, and associated hardware.
• Develop a solid understanding of each customer's network environment and infrastructure.
• Accurately document troubleshooting steps, customer interactions, and technical findings within the ticketing system.
• Escalate complex issues to senior engineers with complete technical documentation.
• Monitor assigned tickets and ensure they progress according to internal service level agreements (SLAs).
• Follow up proactively with customers until issues are fully resolved.
• Collaborate closely with Engineering, Operations, and Local Support teams.
• Maintain a professional, patient, and customer-focused approach while supporting customers from different countries and cultural backgrounds.
• Contribute to internal knowledge base articles and continuous improvement initiatives.

• Currently residing in Syria or Turkey.

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field.

• 1–3 years of experience in Technical Support, IT Support, Helpdesk, Network Support, or a similar technical role.

• Fluent English (written and spoken).

• Excellent written communication skills with the ability to write clear, professional customer emails.

• Strong customer service and interpersonal communication skills.

• Excellent troubleshooting and analytical thinking abilities.

• Good understanding of:

• TCP/IP networking

• Internet services and ports

• DNS

• SSL Certificates

• FTP

• Email configuration

• Basic network infrastructure

• Basic understanding of telecommunications technologies and associated devices.

• Familiarity with routers, networking equipment, SIM-based telecom solutions, and internet connectivity concepts.

• Experience using ticketing systems or CRM platforms.

• Strong organizational and time-management skills.

• Ability to prioritize multiple support requests in a fast-paced environment.

• Patient, professional, and customer-oriented mindset.

• Comfortable communicating with customers from diverse cultural backgrounds.

• Willingness to work rotating schedules, including occasional night shifts when required.

• Reliable internet connection and a suitable remote working environment.

• Experience supporting telecommunications, ISPs, hosting providers, or managed service providers.
• Knowledge of VoIP, SD-WAN, VPNs, or mobile network technologies.
• Experience supporting telecom equipment, routers, gateways, SIM management systems, or similar devices.
• Experience providing remote support via phone, WhatsApp, or remote assistance tools.
• Background in customer service, technical sales, or technical account support.
• CCNA, Network+, MCSA, or similar certifications.
• Experience supporting international customers.
• Familiarity with AI tools such as ChatGPT to improve productivity.