Job Description

Roles & Responsibilities

Job Responsibility:

• Serves as the primary point of contact for customers experiencing weak internet connectivity, configuration, and performance issues.
• Diagnoses resolve complex technical problems related to internet services, including broadband, Wi-Fi, Home wireless and related technologies, utilizing advanced troubleshooting techniques and tools.
• Provides clear, concise, and accurate technical guidance and solutions to customers via phone, email, or other communication channels.
• Escalates unresolved complex issues to higher-level technical teams while maintaining a high sense of ownership and proactively following up to ensure timely resolution for the customer.
• Documents all customer interactions, troubleshooting steps, and resolutions accurately in the relevant systems.
• Works collaboratively with other customer care departments and technical teams to ensure seamless customer support.
• Adheres to achieve Data and Fixed operations KPIs and quality standards to consistently deliver the best experience.

Role Qualifications:

• Verbal and written communication skills in English.
• Outstanding active listening and problem-solving abilities.
• Strong customer service orientation with a passion for exceeding customer expectations and ownership.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational and time management skills with the ability to handle multiple tasks and prioritize effectively.
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Desired Candidate Profile

• Verbal and written communication skills in English.
• Outstanding active listening and problem-solving abilities.
• Strong customer service orientation with a passion for exceeding customer expectations and ownership.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational and time management skills with the ability to handle multiple tasks and prioritize effectively.
• Demonstrated ability to remain calm and professional under pressure.
• Proficiency in using computer systems and relevant support software.