Technical support specialist

About the role

As a technical support specialist you will diagnose and resolve technical problems for telecommunications, technology and digital services clients. You will work in our Santiago centre, where the Cibao labour market brings the technical, practical profile we deliberately look for. This role includes access to line diagnostic tools and provisioning systems. It is not a scripted role. Your job is to determine the real cause of the problem and resolve it where possible, avoiding unnecessary field dispatches.

Key responsibilities

• Diagnose and resolve technical issues involving connectivity, equipment configuration, data and voice services, and client applications
• Use line diagnostic tools and provisioning systems to determine whether a fault is on the customer side or the network side
• Document a diagnostic conclusion before escalating or requesting a field dispatch
• Code the reason for each escalation or dispatch according to the defined taxonomy
• Guide customers through resolution procedures clearly and without unnecessary technical language
• Resolve at first contact whenever the diagnosis allows
• Record every interaction completely in the client ticketing system
• Escalate to Tier 2 or to network engineering following the established protocols
• Take part in weekly reviews of cases where the dispatch found no fault, to feed the improvement cycle
• Keep knowledge current on the product catalogue and client infrastructure
• Contribute new diagnostic paths to the technical knowledge base
• Meet the programme quality, handle time and resolution targets
• Take part in continuous technical training and sponsored certifications
• Support less experienced colleagues with technical guidance

Required qualifications

• Native or equivalent Spanish
• One to three years of experience in technical support, help desk, telecommunications or technical service
• Demonstrable aptitude for problem solving and diagnostic reasoning
• Knowledge of basic networking: TCP/IP, DNS, DHCP, WiFi, router configuration
• Secondary education completed. Technical or university study in computing, telecommunications or electronics is a significant advantage
• Availability for rotating shifts including nights and weekends
• Availability to work onsite in Santiago
• Valid Dominican ID or work permit

Preferred qualifications

• English at B1 or above for reading technical documentation
• Experience at a telecommunications operator or internet service provider
• Certifications: CompTIA A+, Network+, CCNA, ITIL Foundation
• Experience with ticketing platforms (ServiceNow, Jira Service Management, Zendesk)
• Previous experience in a Tier 2 or advanced diagnostic role

About Corpshore Dominicana

Corpshore Dominicana is the Dominican delivery arm of Corpshore Solutions Corporation, Toronto. We deliver BPO, IT and AI services from four Dominican cities, and we promote from within.

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