Technical Voice Process

Key Responsibilities:

• Provide first-level technical support and troubleshooting for

  Internet Service Provider (ISP)

  related queries and issues via

  voice calls

  .
• Diagnose and resolve technical problems concerning internet connectivity, Wi-Fi issues, modem/router configuration, email setup, and other related services.
• Guide customers through step-by-step solutions to resolve technical issues effectively and patiently.
• Document all customer interactions, technical issues, troubleshooting steps, and resolutions accurately in the CRM system.
• Escalate complex or unresolved issues to higher-tier technical teams when necessary, ensuring timely follow-up.
• Maintain a high level of customer satisfaction by delivering professional, efficient, and empathetic technical assistance.
• Stay updated with product knowledge, service offerings, and technical changes specific to ISP services.

Background & Skills:

• Any Graduate or Undergraduate degree.
• Prior experience in a technical support role, preferably related to ISP or network troubleshooting, is a strong advantage.

• Excellent verbal communication skills in English and Hindi

  to interact effectively with customers.
• Strong

  technical aptitude

  and problem-solving skills to diagnose and resolve common technical issues related to internet services.
• Basic understanding of network fundamentals (TCP/IP, Wi-Fi protocols, routing, modems, routers).
• Ability to understand and explain technical concepts to non-technical users clearly and concisely.
• Customer-centric approach with strong listening and interpersonal skills.
• Flexibility to work in rotational shifts and offs as per process requirements.