Telesales Executive

We are looking for a Technical Support Executive to provide technical assistance to broadband, leased line, and enterprise customers. The candidate will be responsible for troubleshooting network issues, coordinating with the NOC and field teams, ensuring timely issue resolution, and delivering excellent customer service.

## Key Responsibilities

* Provide Level-1 technical support for Broadband, FTTH, Lease Line, and Enterprise customers.

* Diagnose and troubleshoot internet connectivity, Wi-Fi, router, ONT, and network-related issues.

* Configure customer-premises equipment (Wi-Fi Routers, ONTs, MikroTik routers, etc.).

* Handle customer complaints via phone, email, WhatsApp, and ticketing systems.

* Create, update, and close support tickets while maintaining accurate records.

* Coordinate with NOC and Field Engineers for fault isolation and resolution.

* Monitor service status and proactively inform customers about outages and maintenance activities.

* Assist customers with router configuration, IP settings, PPPoE, VLAN, DNS, and basic networking.

* Perform remote troubleshooting using tools such as AnyDesk, TeamViewer, or SSH/Telnet where applicable.

* Escalate unresolved issues to Level-2/NOC within defined SLA timelines.

* Ensure adherence to SLA commitments and customer satisfaction targets.

* Prepare daily reports on tickets, incidents, and resolutions.

## Required Skills

* Basic understanding of TCP/IP, LAN/WAN, DHCP, DNS, NAT, VLAN, PPPoE, and Wi-Fi networking.

* Knowledge of FTTH, GPON, OLT, ONT, and Ethernet technologies.

* Familiarity with routers from MikroTik, TP-Link, D-Link, Syrotech, Huawei, or similar vendors.

* Understanding of IP addressing and subnetting.

* Experience with CRM or ticketing systems.

* Good communication and customer-handling skills.

* Ability to work in rotational shifts and under pressure.

## Preferred Qualifications

* Diploma/B.Tech/B.E. in Computer Science, IT, Electronics, or Telecommunications.

* Certifications such as CCNA, MTCNA, HCIA, or Network+ are preferred.

* 1–3 years of experience in an ISP or telecom environment.

## Key Performance Indicators (KPIs)

* First Call Resolution (FCR)

* Average Resolution Time (ART)

* SLA Compliance

* Customer Satisfaction (CSAT)

* Ticket Closure Rate

* Repeat Complaint Percentage

## Working Environment

* 24×7 shift operations (Rotational)

* Work from NOC or Customer Support Center

* Coordination with NOC, Field Engineers, and Sales Teams