Call Centre Executive - Broadband (CRM & Technical Support Experience)

Key Responsibilities:
1. Customer Support & Query Resolution:
o Handle inbound and outbound calls related to broadband services, installations, complaints, and troubleshooting.
o Provide first-level technical support for broadband connectivity, modem/router configuration, and service-related issues.
o Escalate complex technical issues to the relevant network/field support teams.
2. CRM & Ticketing System Management:
o Utilize CRM tools to log, track, and resolve customer issues efficiently.
o Ensure timely follow-up on customer complaints and service requests.
o Maintain accurate and up-to-date customer records in the CRM system.
3. Remote Access Support & Tools Handling:
o Provide technical assistance using remote access tools (AnyDesk, TeamViewer, Remote Desktop, etc.) to diagnose and resolve customer issues.
o Remotely troubleshoot and configure broadband connections, router settings, and network configurations.
o Ensure efficient problem resolution by accessing customer systems securely and guiding them through required fixes.
4. Technical Knowledge & Troubleshooting:
o Guide customers through basic troubleshooting steps for broadband connectivity, slow speed, and router issues.
o Assist customers in configuring routers, Wi-Fi settings, and checking network status.
o Understand network-related terms such as IP addressing, DNS, and bandwidth allocation.
5. Service Upselling & Retention:
o Identify opportunities to upsell broadband plans, add-on services, or premium support.
o Handle customer retention by resolving grievances and offering suitable alternatives.
6. System & Reporting:
o Work closely with the NOC L2 and Field Support teams for issue resolution.
o Prepare daily/weekly reports on call volumes, customer concerns, and resolutions.
o Utilize MS Office (Excel, Word, Outlook, PowerPoint) for reporting and documentation.
7. General IT Proficiency:
o Be highly competent with computers, internet usage, and networking tools.
o Navigate web-based applications, customer portals, and basic network troubleshooting setups