Epic is one of the largest telecommunications companies in Cyprus and a member of a dynamic European family of telecommunications companies. With ability, innovation and agility at our core, we are offering a state-of-the-art network recognized by multiple awards in Cyprus.
At Epic we take care of our people and we enhance a people centric and learning culture for your professional growth. We are always looking for ambitious employees to be a part of our award-winning organisation!
Our team is growing so join us to take your career to the next level and become a part of our team of more than 350 professionals.
The role:
We are looking for a Fixed Support Representative to act as the technical authority and key liaison between our customers, on-site field technicians, and our wholesale partner, Cyta. In this role, you will be responsible for identifying, investigating, and resolving complex technical faults, ensuring issues are managed effectively from initial diagnosis through to full restoration.
By focusing on Root Cause Investigation and Complete Ownership, you will help us go beyond resolving immediate issues and instead prevent them from recurring. Your work will contribute to reducing repeat faults, lowering operational and field support costs, improving service reliability, and ensuring the accuracy of customer billing.
This is an excellent opportunity for a technically minded problem-solver who enjoys investigating complex issues, collaborating across multiple teams, and making a direct impact on customer satisfaction and operational performance.
Your Responsibilities:
Take complete ownership of technical service requests from the moment they are raised until the final resolution of the fault is confirmed, ensuring all cases meet the targets.
Monitor t every technical case, ensuring that no request remains and that all stakeholders are aligned on the path to resolution.
Perform deep-dive investigations to determine the primary reason for technical failures, moving beyond "symptom fixing" to prevent recurring issues.
Act as the central point of contact for field technicians while they are on-site, providing real-time technical guidance.
Utilize specialized diagnostic tools to investigate connectivity issues, modem failures, and infrastructure-level disruptions.
Log technical faults directly into the wholesale partner’s systems and monitor progress to ensure they meet their Service Level Agreements (SLAs).
Investigate complex billing disputes to identify the root cause of errors, ensuring that all credit notes are justified and highly accurate.
Manually manage service terminations and number removals across multiple legacy and current systems.
Conduct deep-dive investigations to determine the primary reason for a technical failure.
Our proposition:
Competitive remuneration package
Annual bonus scheme
13th salary
Attractive benefits with comprehensive medical and life insurances and provident fund
Company telecom products with free mobile and internet lines and exclusive discounts for our services with maximum monthly total value of 130 euros
Opportunity for a sustainable career and continuously building skills and expertise in a dynamic technology sector
Hybrid workplace model
Your Profile:
Lyceum Diploma and/or College Diploma in a technical or business-related field.
Previous experience in technical support, ideally within the telecommunications sector.
Deep understanding of Fixed-line infrastructure (Broadband, TV, and Voice services).
Excellent verbal and written communication in Greek and English; ability to provide clear technical instructions to field personnel.
Capability to work within an operational schedule that may include weekends to ensure 7-day technical coverage.
Interested to join a team of passionate professionals? Apply now! Send your CV to career@epic.com.cy stating the job title in the subject line.
Send your CV to career@epic.com.cy stating the job title in the subject line.
