• Jun 2023 - Present

As a Tier 2 Broadband Technical Support, I am responsible for a range of tasks to ensure efficient resolution of customer issues. My primary responsibilities include fault assessing, testing, and logging to identify and diagnose broadband-related problems. I also play a key role in mentoring and training Tier 1 agents to enhance their customer service skills and technical knowledge.Wireless troubleshooting is an essential part of the role, I diagnose and resolve wireless connectivity issues for customers. Additionally, I am involved in advanced document production, creating detailed reports and documentation to support troubleshooting processes.In summary, as a Tier 2 Broadband Technical Support, my role encompasses fault assessment, wireless troubleshooting, mentoring Tier 1 agents, advanced document production, L2/L3 networking protocol troubleshooting, remote software troubleshooting, and equipment testing. Show less

• Oct 2022 - Jun 2023

As a Customer Experience Advisor, I was responsible for managing a high volume of incoming telephone calls. Objectives included identifying and assessing customers' needs, building strong relationships, and providing accurate and complete information to ensure customer satisfaction. Additionally, I achieved personal and team SLA targets, maintained detailed records of customer interactions, and adhere to communication procedures and policies. Going the extra mile to engage customers and resolving their requests on the first contact was crucial to this role. Show less

Process Executive Customer Service Agent

• Jul 2022 - Oct 2022

Customer Service Advisor

• Nov 2018 - Nov 2021

Scanning Operative

• Sep 2018 - Oct 2018

Team member

• Jun 2013 - Aug 2013