Role Purpose
Provide 1 st level support and technical assistance for incoming
queries and issues related to B2B customers. And 2 nd Level support
for B2C customers Key Accountabilities & Responsibilities
* Provide efficient support for B2B customers over the phone with to first call resolution KPI.
* Escalate non-resolved cases to concerned departments as per Call Center procedures.
* Follow-up on progress of complaints settlement with departments involved, and ensure regular information is shared with customers.
* Identify and escalate situations requiring urgent attention to shift leader.
* Get the customer confirmation before closing any trouble ticket and provide proper conclusion on remedy system.
* Adhere to Call Center KPIs and defined service levels sat on employee yearly objectives.Respond to email messages for customers seeking help and contact them if required.
* Step-by-Step configuration for customer devices.
* Troubleshooting customer last mile and access equipment related to DSL, GPON, Fiber, 4G and Wireless subscriptions.
* Ensure customers subscribed speeds are matching service subscription defined in Company CRM.
* Execute additional configuration as per customer request within customer subscription bundle and eligibility.Monitor backbone links, network equipment, international circuits and VIP customers.
* Open tickets for any alert received and escalate the case to concerned department.
Qualifications/Requirements
* Diploma/Bachelor degree in computer science, engineering or a related field.
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