Technical Phone Support Specialist

About this role

Responsibilities

• Serve as a Level 1 support to end clients answering inbound customer calls and provide basic technical assistance for troubleshooting or identifying service issues
• Perform basic troubleshooting such as Checking Device Status, Fiber Break Identification, Basic Troubleshooting Steps, Awareness of Network issues, Circuit Information
• Identify connectivity problems reported by the customer and capture it completely to be transferred to Network Engineers for in depth troubleshooting or Field Engineers for fiber restoration
• Document customer interactions, issue resolutions(if applicable), and follow-up steps accurately in the ticketing system
• Ensure excellent customer experience and satisfaction