Technical Support Executive - Voice / Blended

Job Summary: The B2C Technical Support Representative is responsible for assisting residential customers with service issues through voice and chat. This role focuses on troubleshooting, problem solving, and delivering a positive customer experience. TSRs are expected to resolve concerns efficiently, educate customers, and identify opportunities to improve their overall service through value-add solutions.

Key Responsibilities

1️. Customer Support (Voice & Chat) Assist residential customers facing service interruptions or product concerns. Handle inquiries through calls and chat to resolve issues quickly and professionally.

2. Issue Understanding & Resolution Gather relevant information from customers, diagnose the problem, and apply appropriate solutions with a sense of urgency to restore customer service.

3️. Troubleshooting Walk customers through step-by-step troubleshooting for common issues such as device, router, Wi-Fi connectivity, app login, and speed problems. Adapt explanation style based on customer understanding.

4️. First Call/Chat Resolution Strive to resolve customer issues on the first interaction. Use internal tools and available resources to avoid repeat contacts.

5️. Customer Experience & Service-to-Sales Identify customer needs and recommend service upgrades when beneficial (Example: upgraded plans, add-on services, Wi-Fi boosters).

6️. Learning & Upskilling Participate in ongoing training (virtual, classroom, or peer support) to improve product knowledge, soft skills, and technical ability.

7️. Product Knowledge Stay updated on service changes, new features, promotions, and product enhancements.

8️. Documentation & Ticketing Record all customer interactions accurately in CRM/ticketing systems to support resolution tracking and customer history.

9️. Escalation Handling Escalate unresolved concerns using the defined escalation matrix to support teams or higher-level technical experts.

1️0. Customer Education Help customers understand how to troubleshoot minor issues on their own, manage device settings, and prevent recurring problems.

1️1️.Quality & Compliance Follow quality guidelines, process rules, and compliance standards to deliver consistent and accurate customer support.