Customer Support Executive

Job Description

Responsibilities

Customer Support § Attend inbound customer calls and respond to service-related inquiries. § Register broadband, leased line, and cable TV complaints in the ticketing system. § Provide basic troubleshooting support for internet and Wi-Fi issues. § Follow up with customers regarding complaint status and resolution. § Handle customer requests related to billing, payments, plan upgrades, and account information.

Complaint

Management § Create and update support tickets accurately. § Escalate unresolved issues to the Technical Support or NOC team. § Ensure all customer interactions are documented properly. § Maintain complaint closure records and customer feedback.

Customer

Retention & Follow-Up § Conduct outbound calls for payment reminders and service follow-ups. § Assist in customer retention activities and service renewal reminders. § Maintain professional communication and customer satisfaction standards.

Coordinate with: § Technical Support Team § Field Engineers § Billing Department § NOC Team § Ensure timely communication between customers and internal teams.

Required Skills Technical Knowledge § Basic understanding of: § Internet and Wi-Fi connectivity § Broadband and FTTH services § Routers and ONT devices § Customer support processes § Computer proficiency and ability to use CRM/Ticketing software.

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