Key Responsibilities:

• Customer Assistance:

o Respond promptly to customer inquiries via phone, email, or chat.

o Assist with various telecommunications services, including internet, cable, and voice services.

• Troubleshooting:

o Diagnose and resolve issues related to:

▪ Network connectivity.

▪ Service outages.

▪ Modem/router configurations.

▪ VoIP setups.

▪ Mobile network issues.

• Technical Problem Solving:

o Identify technical problems by asking targeted questions and running diagnostics.

o Collaborate with technical resources to develop and implement solutions.

• Documentation:

o Accurately document customer interactions, problem details, and resolution steps.

o Ensure compliance with company standards in the ticketing system.

• Escalation Management:

o Escalate unresolved issues to higher-level technical support or network engineers.

o Provide clear and detailed notes to ensure continuity of support.

• Service Optimization:

o Collaborate with internal teams to improve technical support processes.

o Work to reduce downtime and enhance customer satisfaction.

• Education and Training:

o Guide customers through basic troubleshooting steps.

o Provide knowledge on best practices for their devices and services.

• Monitoring and Analysis:

o Utilize monitoring tools to proactively identify network issues.

o Report on recurring problem patterns to contribute to system improvements.

Experience:

o 3-5 years of experience in technical support, customer service, or a related field.

o Ideally experienced in telecommunications or a similar industry.

• Technical Skills:

o Proficient in network troubleshooting, modem and router configurations, and internet

protocols (IP, TCP/IP).

o Knowledge of telecommunications systems and equipment, including fiber optics.

Please refer to job description.