Internet Service Provider Support Agent (DBN)

• Diploma or certification in IT, Computer Science, or related field.
• Basic understanding of networking concepts and internet technologies.
• 1-2 years of experience in a customer support role, preferably in an ISP or telecommunications environment.
• Strong understanding of networking concepts, internet technologies, and troubleshooting practices.
• Strong communication skills, both written and verbal.
• Patience and the ability to remain calm under pressure.
• Ability to work flexible hours, including evenings and weekends, as required.
• Customer-oriented mindset with strong problem-solving skills

• Ability to work in a fast-paced environment.
• Willingness to undergo training and certification in relevant technologies.
• Knowledge of specific ISP systems and software is a plus.

• Provide first-level technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot internet connectivity issues, modem/router/wireless related problems, and network configurations.
• Assist customers in setting up and configuring their internet equipment and software.

• Resolve technical issues promptly and efficiently, ensuring minimal downtime for customers.
• Escalate complex technical problems to senior support staff or network engineers when necessary.
• Follow up with customers to ensure that their issues have been resolved satisfactorily.

• Maintain accurate records of customer interactions and technical support cases.
• Report recurring issues to the technical team for further investigation and resolution.
• Provide feedback and suggestions for improving support processes and procedures.

• Educate customers on basic troubleshooting steps and best practices for maintaining a stable internet connection.
• Provide guidance on upgrading or optimizing their internet service as per their needs.

• Stay up to date with the company's internet service offerings, pricing, and promotional campaigns.
• Continuously update knowledge of networking technologies, protocols, and industry trends.

• Monitor service performance and proactively address issues to prevent customer impact.
• Participate in training sessions to improve technical skills and customer service capabilities.
• Self-study and to improve technical skills and customer service capabilities.

• Embrace challenges with enthusiasm and a willingness to dive into technical issues head-on. Be proactive in seeking solutions and assisting customers, always ready to lend a helping hand.
• Approach each customer interaction as a new opportunity to learn and grow. Embrace the dynamic nature of technical support and the thrill of solving complex problems daily.
• Collaborate closely with fellow colleagues and stakeholders to deliver exceptional service. Share knowledge, insights, and best practices to collectively achieve our goals.
• Bring your authentic self to work, embracing your unique strengths and qualities. Foster a supportive environment where individuality is celebrated, contributing to a diverse and inclusive workplace culture.

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