• Receive and record trouble calls from customers or other departments.
• Analyze customer complaints to determine the severity of the problem and dispatch the appropriate technical personnel.
• Coordinate with technicians and field staff to ensure timely resolution of customer issues.
• Maintain a log of all trouble calls and their resolution status.
• Provide regular updates to customers about the status of their complaints.
• Escalate unresolved issues to the appropriate department or personnel.
• Collaborate with other teams to improve the overall service delivery process.
• Participate in training and development programs to enhance job knowledge and skills.
• High school diploma or equivalent; a degree in a related field is a plus.
• Proven experience in a similar role, preferably in a customer service or technical support setting.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Familiarity with trouble ticketing systems and other relevant software.
• Willingness to work in shifts, over weekends, or during holidays as required.
• Knowledge of the telecommunications industry and its operations.
• Ability to understand and explain technical concepts to non-technical customers.
• Strong organizational and time-management skills.
• Excellent attention to detail and accuracy.
• Ability to work independently as well as part of a team.
• Patience and empathy when dealing with customers.
• Strong customer service orientation.',