About Company
Digicel Jamaica is a leading telecommunications provider dedicated to connecting communities across the island. Since our launch in 2001, we have been at the forefront of innovation, delivering cutting-edge mobile, home, and business solutions. We are committed to empowering our customers with reliable service, advanced technology, and exceptional support. At Digicel, we believe in a vibrant, inclusive work environment where talent thrives, and every team member contributes to our mission of delivering the best digital experience. We are proud of our strong community involvement and our role in shaping Jamaica’s digital future. Joining Digicel means becoming part of a dynamic team that values integrity, innovation, and customer satisfaction, all while offering opportunities for personal and professional growth.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others? Do you thrive in dynamic environments and appreciate a work schedule that adapts to your life? Digicel Jamaica is seeking a dedicated and enthusiastic Technical Support Specialist to join our vibrant team in Coopers Hill, St. Andrew. This is a unique opportunity to provide essential technical assistance to our valued customers, ensuring their seamless experience with Digicel’s range of products and services, all while enjoying the flexibility you need.
In this hybrid role, you will be the first point of contact for customers experiencing technical difficulties with their mobile devices, internet services, home entertainment systems, and other Digicel offerings. You’ll diagnose and resolve complex issues, provide step-by-step guidance, and escalate problems to higher-tier support when necessary. We’re looking for someone who can combine deep technical knowledge with outstanding customer service skills, turning challenges into positive interactions. The ‘Flexible Hours’ aspect means we’re looking for individuals who can work various shifts, potentially including evenings and weekends, to provide round-the-clock support, with the understanding that your schedule will be tailored to balance both company needs and your personal commitments. This role is crucial for maintaining our reputation for excellent customer satisfaction and technical reliability. You will be instrumental in educating customers, troubleshooting issues remotely and on-site as required, and contributing to a culture of continuous improvement within our support team. Your ability to communicate clearly, patiently, and empathetically will be key to your success and our customers’ satisfaction.
Key Responsibilities
- Provide first-line technical support via phone, email, and chat for Digicel products and services.
- Diagnose and resolve technical issues related to mobile, internet, and home entertainment services.
- Guide customers through troubleshooting steps, configuration processes, and feature explanations.
- Escalate unresolved issues to appropriate internal teams while maintaining clear communication with the customer.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
- Educate customers on product features, best practices, and self-service options.
- Monitor system performance and report recurring issues to improve service reliability.
- Adhere to service level agreements (SLAs) and contribute to meeting key performance indicators (KPIs).
- Participate in ongoing training and development to stay updated on new technologies and product offerings.
- Collaborate with team members to share knowledge and improve overall support efficiency.
Required Skills
- Minimum 2 years of experience in a technical support or customer service role, preferably in telecommunications.
- Strong understanding of mobile technologies (iOS/Android), internet connectivity (Wi-Fi, broadband), and common home networking devices.
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Exceptional verbal and written communication skills in English, with the ability to explain complex technical concepts simply.
- Proficiency in using CRM software and ticketing systems.
- Ability to work independently and as part of a team in a fast-paced environment.
- Demonstrated empathy and patience when dealing with customer inquiries and complaints.
- Flexibility to work various shifts, including evenings, weekends, and public holidays, as part of a flexible schedule.
Preferred Qualifications
- Associate's degree or higher in Information Technology, Computer Science, or a related field.
- Certifications such as CompTIA A+, Network+, or similar.
- Experience with fiber optic internet services and IPTV systems.
- Prior experience working with Digicel products or services.
- Bilingual proficiency (e.g., Spanish or Jamaican Patois) is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Pension plan with company contributions.
- Opportunities for professional development and career advancement.
- Dynamic and supportive work environment.
- Employee discounts on Digicel products and services.
- Paid time off and holiday benefits.
- Flexible work arrangements to support work-life balance.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please submit your resume and a cover letter outlining your relevant experience and why you are a great fit for Digicel Jamaica’s Technical Support team.