gci Telco pampangaTata Group

Job Description
Job Description
. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
. Gather customer's information and determine the issue by evaluating and analyzing the symptoms
. Diagnose and resolve technical hardware and software issues involving internet connectivity, VOIP and more
. Identify and escalate priority issues per Client specifications
. Redirect problems to appropriate resource
. Offer alternative solutions where appropriate with the objective of retaining customers and clients business
. Follow up and make scheduled call backs to customers where necessary
. Stay current with system information, changes and updates
. Respond to technical and nontechnical inquiries from customers for the purpose of providing information, resolving issues and/or providing direction as may be required.
. Use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.
. If customer tech problems cannot be handled over the phone, technical support representatives will schedule a repair crew to fix problems on-site.
. Check for customer problems and fixes in the solutions database, and add new information to the database when and if new problems and fixes arisea