• Customer Interaction: Respond to customer inquiries via phone, email, live chat, and other communication channels in a professional and timely manner.
• Issue Resolution: Troubleshoot and resolve customer issues related to internet connectivity, speed, outages, billing, and service configurations.
• Technical Support: Provide basic technical support and guidance to customers for modem/router setup, Wi-Fi troubleshooting, and service usage.
• Service Requests: Process new service requests, upgrades, downgrades, and cancellations while ensuring customer satisfaction.
• Escalations: Escalate unresolved issues to the technical support or network teams and follow up to ensure timely resolution.
• Customer Feedback: Collect feedback and provide insights to improve customer service processes and enhance the overall experience.
• Documentation: Maintain accurate records of customer interactions, problems, and solutions in the company’s CRM system.

Compliance: Ensure all customer interactions comply with company policies and regulatory standards.