Key Responsibilities
Handle customer queries and complaints through call centre, WhatsApp, chat, and approved communication channels.
Collect customer and service details, document connectivity issues, and create or update support tickets accurately.
Perform basic internet troubleshooting, including router/CPE power, cable connections, WAN/LAN status, ping, IP, and gateway checks.
Provide transparent troubleshooting instructions, communicate ticket updates, and maintain accurate records of customer interactions.
Escalate unresolved issues to Senior with complete troubleshooting details while following company procedures and SLA requirements.