Customer Assistance:
- Respond promptly and professionally to customer inquiries through various channels (phone, email, chat, field visit etc.).
- Provide clear and concise information to customers regarding our internet-based products and services.
- Assist customers in troubleshooting basic technical issues and guide them through problem-resolution steps.
|
Technical Troubleshooting:
- Diagnose and resolve simple technical issues related to internet connectivity, account access, and basic software functionalities.
- Escalate complex technical issues to higher-level support teams while providing comprehensive information for efficient resolution.
|
Documentation:
- Maintain accurate and detailed records of customer interactions, technical issues, and solutions in the support ticketing system.
- Contribute to the creation and improvement of knowledge-base articles for common issues and solutions.
|
Communication:
- Collaborate with other support team members to share information and ensure a consistent approach to problem resolution.
- Communicate effectively with customers, keeping them informed about the status of their inquiries and resolutions.
|