Mega Walk-in Drive International Technical Support Voice Process

Job Summary:

Technical Support Representative

Key Responsibilities:

• Respond to inbound customer queries via phone, addressing broadband-related issues such as connectivity problems, slow speeds, network outages, and troubleshooting.
  
• Provide step-by-step guidance to customers for resolving technical issues related to broadband routers, modems, Wi-Fi, and general connectivity.
  
• Log and document all customer interactions, ensuring accurate records of issues and resolutions.
  
• Escalate unresolved issues to senior technical teams as needed.
  
• Maintain a high level of customer satisfaction by offering friendly, professional, and efficient service.
  
• Stay updated with the latest broadband technologies, products, and services offered by the company.
  
• Ensure that all service level agreements (SLAs) are met in terms of response time and issue resolution.
  

Key Skills & Qualifications:

• Proven experience in a technical support or customer service role (preferably in the broadband or telecom industry).
  
• Excellent verbal and written communication skills.
  
• Strong troubleshooting skills, with the ability to resolve broadband and network-related issues.
  
• Ability to work effectively in a fast-paced environment and handle multiple queries simultaneously.
  
• Basic knowledge of broadband technologies (e.g., DSL, fiber, Wi-Fi, routers, modems).
  
• Ability to work independently and as part of a team.
  
• Customer-centric attitude with a problem-solving mindset.
  

Preferred Skills:

• Familiarity with customer support tools and ticketing systems.
  
• Knowledge of common broadband troubleshooting processes.
  
• Experience in working with different operating systems (Windows, macOS, Android, iOS).
  

Educational Requirements:

• A minimum of 12th/PUC or equivalent (graduates are preferred).
• BE/B TECH/BSC Graduates in Computer application can apply if you have excellent English Communication Skills ( UK Voice Process)
  

Working Hours:

• 5 days working, UK Rotational shifts and offs
• Incentives based on performance
• 2 way cab facility available ( Paid services )
  

Disclaimer: