Technical Support Service

Description

Job Summary: First- and intermediate-level technical support, assisting support agents and customers in resolving connection issues, equipment usage problems, and configuration tasks. Key Highlights: 1. First- and second-level technical support for technical and operational inquiries 2. Resolution of equipment connection and configuration issues 3. Maintenance of records and mapping of network changes Provide first-level and intermediate technical support, assisting support agents with technical and operational questions related to customer service processes. Directly resolve basic and intermediate connection issues, provide guidance on equipment usage, and perform initial configurations. Also responsible for maintaining up-to-date records in company systems and mapping and tracking network changes. **Main Responsibilities:** * Assist technical support agents with questions regarding customer service processes and systemic workflows. * Support internet service provider customers by providing basic and intermediate guidance on connection issues and equipment functionality. * Perform initial configurations on systems, routers, ONUs, and other network devices. * Conduct connectivity tests and simple adjustments to restore service. * Record and maintain updated information on support interactions, tickets, and incidents in internal company systems (e.g., ticketing system, CRM, technical ERPs). * Document, map, and update information related to the addition, removal, or modification of network access points, technical projects, maps, and systems. * Collaborate in organizing the internal knowledge base for future team reference. * Escalate tickets to Level 2 or field support when necessary. * Monitor the network using graphs provided by the systems