Few facts about me
* Handles customer concerns through calls, chat, or email related to technical issues, billing questions, and account concerns.
* Provides Level 2 support, meaning more complex cases compared to Level 1, such as escalations, advanced troubleshooting, and issue resolution.
* Assists with technical troubleshooting like device setup, connectivity issues, software errors, account login, and service interruptions.
* Explains billing charges and invoices, including payment due dates, disputes, refunds, credits, and adjustments.
* Performs upselling or cross-selling, offering upgrades, add-ons, promos, or plan changes based on customer needs.
* Uses troubleshooting and ticketing tools to document customer interactions, escalate cases, and track resolutions.
* Must meet KPIs / metrics such as AHT, CSAT, sales conversion, FCR, and QA scores.
* Works closely with other teams like technical engineers, billing department, and sales support for faster issue resolution.
Important Skills
* Strong communication skills
* Troubleshooting and problem-solving
* Persuasion / sales skills
* Attention to billing details
* Multitasking and handling escalations
