Operations desk - Internet service provider

Skylink Multimedia

1 - 3 years

2 - 3 Lacs

hyderabad

Posted:4 hours ago| Platform:

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Skills Required

telecom dark fiber service desk isp voice networking technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Act as the first point of contact for customers reporting internet, connectivity, or service-related issues via phone, email, chat, or ticketing systems.
Diagnose and troubleshoot broadband, leased line, Wi-Fi, router, and basic network issues.
Log, track, and manage support tickets in accordance with defined processes and Service Level Agreements (SLAs).
Provide step-by-step guidance to customers for basic configuration, modem/router setup, and connectivity checks.
Escalate unresolved or complex issues to network operations, field engineers, or vendors with proper documentation.
Coordinate with internal teams (NOC, field support, provisioning, billing) to ensure timely issue resolution.
Monitor service outages and proactively inform customers about status updates and expected restoration times.
Verify service restoration with customers and close tickets after confirmation.
Maintain accurate records of customer interactions, troubleshooting steps, and resolutions.
Follow standard operating procedures (SOPs) and comply with company policies and data privacy requirements.
Provide support during installations, activations, and service changes as required.

Skills & Qualifications

Strong communication and customer service skills.
Ability to explain technical concepts clearly to non-technical users.
Familiarity with ticketing systems and CRM tools is an advantage.
Problem-solving mindset with attention to detail.
Willingness to work in shifts, including weekends or holidays if required

Preferred candidate profile

02 years of experience in technical support, ISP helpdesk, or customer service (freshers may apply

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