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Technical Support - Male

Negotiable
by Freshersworld
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Job Specifications
Employment Type Full time jobs
Job Description
Job Description: Technical support - 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:
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
    • Provide feedback to management about recurring customer issues or a
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About Employer
Freshersworld (Registered since June-2017)
Innsys
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