Technical Support Representative
Reliance Jio Telecommunications
- Receives, investigates, tests, repairs, and escalates consumer issues while meticulously tracking client complaints (trouble tickets), addressing inquiries, managing emergencies, and escalating matters when necessary, adhering to established procedures for handling customer complaints and escalated concerns
- Offers customers detailed insights into installation processes, site-specific information, and access to technical support contacts
- Utilizes technical expertise and business acumen to execute customer service recoveries effectively
- Delivers pre-sales, post-sales, and service delivery assistance
- Maintains comprehensive records documenting daily data communication transactions, encountered problems, remedial measures taken, and installation tasks performed
- Conducts equipment inspections and reviews order sheets to prepare for user deliveries
- Demonstrates exceptional client focus and exercises sound business judgment
- Exhibits outstanding project management, time management, and communication skills
- Proficient in utilizing Ticketing Tools such as Maestro, One Source, Adara, Techin-sight, and SGI for troubleshooting purposes
- Acts as a technical sales agent, promoting the latest technologies and facilitating customer migration to the company's new services
- Responsively handles over 35 calls, providing technical solutions promptly.
