Department: Customer Support / Network Operations

Reports To: Team Leader – Technical Support / Supervisor – Operations

Job Summary

The Technical Call Center Executive acts as the first line of support for all customer and field service communications. This role combines technical troubleshooting with customer service responsibilities — handling calls, emails, and digital support channels to ensure issues are resolved efficiently and professionally. The position supports proactive monitoring, installation coordination, and service quality improvement initiatives.

Key Responsibilities

Answer incoming calls promptly and courteously, following approved call scripts and service protocols.
Make outbound calls for installation scheduling, troubleshooting, service recovery, and feedback collection.
Communicate through multiple channels, including phone, email, WhatsApp, Messenger, and live chat.
Log all customer interactions, complaints, and service tickets accurately in the CRM or partner portal.
Provide first-level technical guidance for network, IoT, or OTT-related service issues.
Escalate unresolved or critical cases to relevant teams for advanced troubleshooting.
Coordinate with technicians for installation, service visits, and maintenance schedules.
Support network and device troubleshooting (routers, switches, GPS units, modems, OTT devices, etc.).
Assist during night operations by updating logs and communicating with on-site teams.
Perform proactive monitoring for corporate or high-priority customers.
Assist in testing accounts and validating system connectivity.
Maintain pending installation lists and ensure timely follow-ups.
Prepare daily and weekly reports covering installations, downtime, and feedback status.
Document all customer communications and resolutions for audit and compliance.
Ensure data accuracy across CRM, call logs, and reporting sheets.
Achieve high First Call Resolution (FCR) and maintain low Average Handling Time (AHT).
Follow escalation protocols for unresolved technical or service-impacting issues.
Handle retention and churn-risk customers with care to maintain satisfaction.
Send customized communication to priority or corporate clients as needed.