Job Title:Customer Support Representative
Hybrid Role – Option to work remotely 2 days per week.
Main Responsibilities:
This helpdesk role involves logging and resolving customer support requests. Main duties include:
* Logging and responding to customer support requests via phone, email, and social media.
* Troubleshooting broadband, Wi-Fi, and telephony issues.
* Reporting network outages to the network team.
* Remotely accessing customer equipment to troubleshoot, modify settings, and perform updates.
* Providing advice and assistance regarding customer Wi-Fi networks.
* Maintaining up-to-date customer address and contact details in the CRM system.
* Setting up and supporting residential and business customers with telephone services.
* Setting up new clients for billing and assisting with billing-related queries.
* Identifying and implementing process improvements for the company’s overall support processes.
Requirements:
* Prior experience in a customer care role.
* Excellent verbal and written communication skills.
* Strong interest in solving technical problems related to broadband and telephony services.
* Proficiency in CRM software and Microsoft Office tools (Teams, Outlook, Excel, Word).
Training:
Full on-the-job training will be provided to cover all aspects of the role.
Work Hours:
9:00 AM – 5:30 PM, Monday to Friday (40 hours per week).
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