Call Centre Executive - Broadband ( CRM & Technical Support )

Key Responsibilities:
1. Customer Support & Query Resolution:o Handle inbound and outbound calls related to broadband services, installations, complaints, and troubleshooting.o Provide first-level technical support for broadband connectivity, modem/router configuration, and service-related issues.o Escalate complex technical issues to the relevant network/field support teams.2. CRM & Ticketing System Management:o Utilize CRM tools to log, track, and resolve customer issues efficiently.o Ensure timely follow-up on customer complaints and service requests.o Maintain accurate and up-to-date customer records in the CRM system.3. Remote Access Support & Tools Handling:o Provide technical assistance using remote access tools (AnyDesk, TeamViewer, Remote Desktop, etc.) to diagnose and resolve customer issues.o Remotely troubleshoot and configure broadband connections, router settings, and network configurations.o Ensure efficient problem resolution by accessing customer systems securely and guiding them through required fixes.4. Technical Knowledge & Troubleshooting:o Guide customers through basic troubleshooting steps for broadband connectivity, slow speed, and router issues.o Assist customers in configuring routers, Wi-Fi settings, and checking network status.o Understand network-related terms such as IP addressing, DNS, and bandwidth allocation.5. Service Upselling & Retention:o Identify opportunities to upsell broadband plans, add-on services, or premium support.o Handle customer retention by resolving grievances and offering suitable alternatives.6. System & Reporting:o Work closely with the NOC L2 and Field Support teams for issue resolution.o Prepare daily/weekly reports on call volumes, customer concerns, and resolutions.o Utilize MS Office (Excel, Word, Outlook, PowerPoint) for reporting and documentation.7. General IT Proficiency:o Be highly competent with computers, internet usage, and networking tools.o Navigate web-based applications, customer portals, and basic network troubleshooting setups.