Customer Technical Support (CTS/BTS/FTTH)

Identify and diagnose complaints, technical issues, usage problems reported by customers and guide them through the resolution process with appropriate escalations to relevant stakeholders to ensure timely resolution to tickets and thus enhance customer satisfaction

Key Duties & Responsibilities

1. Respond to customer inquiries and provide technical support to the issues raised by the customer/ business related to the usage and services.
2. Identify and diagnose technical issues reported by customers and guide them through the appropriate troubleshooting steps to resolve the problem.
3. Escalate complex issues to the appropriate team for resolution and follow up till closure.
4. Document and track customer issues in a ticketing system, ensuring accurate and detailed records are maintained throughout the support process.
5. Collaborate with cross-functional teams, including development and quality assurance, to address and resolve recurring technical issues.
6. Stay up-to-date with the latest service /product knowledge and industry developments to provide accurate and timely assistance to customers.
7. Provide product training to customers, guiding them on how to effectively use the service and its features.
8. Maintain a high level of professionalism and customer service while interacting with customers, ensuring their needs are met and their questions are answered promptly.
9. Continuously improve customer support processes and procedures by providing feedback and suggestions for efficiency and effectiveness.
10. Contribute to the creation and maintenance of a comprehensive customer support knowledge base, including FAQs, troubleshooting guides, and user manuals.
11. Perform other duties as required by the higher levels of management