Tech Support Executive

Negotiable

by Freshersworld
Be the first to contact

Job Specifications

Employment Type Full time jobs

Job Description

Job Description: Technical support executive - Male 4
Should be able to handle Inbound and outbound technical and& queries...

Skill Set
GOOD communication skills(English & Tamil),Interpersonal skills

Should be flexible enough to work with night shifts

Should hold a decent degree, or Diploma& & &

Good in Analytical & Logical ability,

Nature of work -
& & Guide customer to troubleshoot Internet/VoIP Phone related issues...

Key Responsibilities:

Customer Support and Issue Resolution:
- Respond to incoming calls, emails, or live chat requests from residential or business customers experiencing internet or VoIP phone-related issues.
- Use a friendly and professional tone to greet customers and build rapport.
- Ask relevant diagnostic questions to identify the root cause of connectivity or service-related issues.
- Remain calm and patient, especially when dealing with frustrated or non-technical users.
Troubleshooting Internet Connectivity:
- Guide customers through the steps to reboot modems, routers, and ONT (Optical Network Terminal) devices.
- Assist with diagnosing and resolving Wi-Fi issues, including interference, signal strength, and SSID/password management.
- Check for service outages or maintenance events that may affect connectivity.
- Use remote tools or software platforms (if applicable) to test line signals and device connectivity.
- Walk customers through configuration settings on modems or routers, including DHCP, DNS, and firmware checks.
VoIP Phone System Support:
- Help customers troubleshoot VoIP issues such as one-way audio, dropped calls, call setup failures, or echo.
- Assist in verifying network requirements for VoIP (bandwidth, latency, jitter, packet loss) to ensure optimal call quality.
- Support customers with setting up VoIP devices, including IP phones, analog telephone adapters (ATA), and softphone applications.
- Troubleshoot common hardware and software VoIP issues including registration failures, incorrect SIP credentials, and NAT/firewall problems.
- Provide guidance on configuring Quality of Service (QoS) settings on routers to prioritize VoIP traffic.
Documentation and Ticket Management:
- Log all customer interactions, troubleshooting steps, and outcomes in the company s ticketing system or CRM platform.
- Escalate complex or unresolved issues to higher-level technical teams as needed, ensuring all relevant information is included.
- Follow up with customers on open tickets to provide updates or verify issue resolution.
Customer Education:
- Educate customers on best practices for home or office network setups to prevent future issues.
- Offer guidance on equipment upgrades, service plan recommendations, or add-on services that may enhance customer experience.
- Assist customers in understanding how to use self-service tools or resources available on the company website or support portal.
Team Collaboration and Continuous Improvement:
- Work collaboratively with other support team members, network engineers, and technical supervisors to ensure consistency in support quality.
- Participate in ongoing training sessions to stay current with product updates, new troubleshooting techniques, or software tools.