Agent Job Responsibilities and Duties:

• Answer incoming calls, respond to emails and chats
• Explain company’s features, products, and services
• Assist customers with service or feature modifications on account
• Respond to any disruption of service issues
• Open trouble ticket depending on the nature of the service issue
• Analyse, isolate and diagnose technical trouble
• Route ticket to appropriate department for resolution
• Provide existing trouble ticket status to customers
• Coordinate customer premise visit with on-ground team
• Escalate customer complaints in accordance with company polices

 Qualifications and Skills :

• Bachelor’s degree
• Proficient in relevant computer applications and systems
• (1 – 3) years of experience in a call centre environment
• Professional phone etiquette
• Outstanding verbal and written communication skills,
• Exceptional listening, problem solving and conflict resolution skills
• Knowledge of relevant software computer applications and equipment
• Knowledge of customer service principles and practices
• Willingness to co-operate with others and work to team and business goals,
• Multi-tasking capabilities
• Knowledge in home broadband, PSTN, VoIP, ADSL and NBN technology types
• Troubleshooting modems, set-top boxes, Windows, Mac OS, and applications.
• Knowledge in TCP/IP, IPV4, IPV6, DNS, Subnetting Etc
• Knowledge in all aspects of Wi-Fi
• Support, handling inquiries via phone & use of Helpdesk ticketing system.