Technical Support Specialist

Company Description Akhali Kselebi Ltd is a private electronic communications network operator in Georgia, partnering with leading communications companies worldwide. Founded on August 2, 1996, the company has played a key role in modernizing and developing electronic communications in the region. Its primary focus is delivering high-quality connections and a wide spectrum of services to its customers. Akhali Kselebi operates under corporate governance led by a Supervisory Board and management. The company employs more than 700 team members, offering opportunities to grow within a stable and evolving organization. Role Description The Technical Support Specialist is a full-time remote role responsible for providing timely and effective technical assistance to customers and internal stakeholders. Day-to-day tasks include diagnosing and troubleshooting network, system, and service issues, resolving support tickets, and ensuring clear communication throughout the support process. The specialist will guide users through solutions, document issues and resolutions, and escalate complex problems when necessary. The role also involves monitoring service performance, contributing to knowledge base articles, and collaborating with cross-functional teams to improve service quality and customer satisfaction. This position requires a customer-focused mindset and the ability to work independently in a remote environment. Qualifications Candidates should possess strong Technical Support and Troubleshooting skills, with experience resolving network or service-related issues. Candidates should possess solid Analytical Skills, including the ability to diagnose problems, interpret data, and identify root causes. Candidates should possess Customer Support and Customer Satisfaction skills, with a commitment to clear communication and positive user experiences. Relevant experience with electronic communications, telecommunications, or IT support environments is beneficial. Strong written and verbal communication skills in English; knowledge of Georgian or other languages is an advantage. Ability to work effectively in a remote setting, manage priorities, and handle multiple support requests simultaneously. Familiarity with ticketing systems, remote support tools, and basic networking concepts (e.g., TCP/IP, routing, VPNs). Post-secondary education in Information Technology, Computer Science, or a related field, or equivalent practical experience.