Job Description
We're looking for a Technical Help Desk to join a pioneering Telecommunications voice account in Cebu, handling inbound voice calls related to internet service issues and ensure timely restoration through remote troubleshooting or coordinated field support, while meeting defined service levels and customer experience targets.
Job Responsibilities:
- Manage inbound customer calls concerning broadband, fiber, and internet connectivity problems.
- Promote and recommend telecom plans through cross-selling and upselling during customer interactions.
- Identify and diagnose issues such as no connectivity, slow speeds, intermittent disconnections, and device malfunctions.
- Conduct remote troubleshooting tasks including modem/ONT resets, profile refreshes, and configuration verifications.
- Assist customers with basic physical inspections and guide them through device reboot procedures.
- Log, update, and clo...