Key Responsibilities:

1. Provide first-level support for customers via phone, email, and chat regarding issues related to telecommunication and ISP services.
2. Diagnose and troubleshoot technical problems, including internet connectivity issues, modem/router configurations, and network performance.
3. Escalate unresolved issues to appropriate technical teams while maintaining ownership of the issue until it is resolved.
4. Guide customers through step-by-step technical solutions, ensuring a clear and user-friendly approach.
5. Maintain up-to-date knowledge of company products, services, and new technologies in the telecommunications industry.
6. Assist in monitoring network performance to identify potential outages and proactively communicate solutions to customers.
7. Collaborate with internal teams to continuously improve customer support processes and enhance overall customer experience.
8. Document and log all customer interactions and technical solutions in the company's CRM system for future reference.

1. Bachelor’s degree in Information Technology, Telecommunications, or a related field (or equivalent work experience).
2. Proven experience in customer support or technical support, preferably in an ISP or telecommunications environment.
3. Strong technical background in networking, broadband internet, routers, modems, and telecommunications systems.
4. Familiarity with troubleshooting internet issues and knowledge of networking protocols (TCP/IP, DNS, DHCP).
5. Excellent communication skills with the ability to explain technical concepts to non-technical customers.
6. Ability to work well under pressure and prioritize tasks in a fast-paced environment.
7. Problem-solving skills with a customer-focused mindset.