Job Description
Key Responsibilities:
- Provide first-level technical support and troubleshooting for Internet Service Provider (ISP) related queries and issues via voice calls.
- Diagnose and resolve technical problems concerning internet connectivity, Wi-Fi issues, modem/router configuration, email setup, and other related services.
- Guide customers through step-by-step solutions to resolve technical issues effectively and patiently.
- Document all customer interactions, technical issues, troubleshooting steps, and resolutions accurately in the CRM system.
- Escalate complex or unresolved issues to higher-tier technical teams when necessary, ensuring timely follow-up.
- Maintain a high level of customer satisfaction by delivering professional, efficient, and empathetic technical assistance.
- Stay updated with product knowledge, service offerings, and technical changes specific to ISP services.
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