Customer Support/Virtual Assistant/IT SupportCustomer Support/Virtual Assistant/IT Support
Eunice
$800
per month
($5/hour)
Profile Description
I am a Customer service and technical support professional with over 15 years of experience in ISP, ICT and network operations. I currently work as a Customer Support / NOC Support Team Leader at a fiber internet provider. I handle customer escalations, monitor SLA compliance, troubleshoot FTTH/FTTB internet issues, and coordinate field teams, technical teams and contractors until problems are resolved. I’ve worked across the whole customer journey, from helpdesk and live chat support to servic...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Virtual Assistance & Admin
E-commerce & Marketplace
Work Experience
Customer Support/NOC Support / Team Leader
Ebeneza Fiber
Apr 2023 - Present
Key Achievements:
• Coordinate day-to-day customer and technical support activities, ensuring enquiries, service issues and complaints are received, investigated, escalated and followed through to resolution. • Provide frontline customer support and technical assistance for FTTH and FTTB services, including internet connectivity, Wi-Fi and service-performance troubleshooting. • Coordinate field-service teams, partners and contractors for new service provisioning, testing, installations, fault resolution and customer service restoration. • Work closely with technical teams during installations, service activation, outages and fault-resolution activities to support timely service recovery. • Take ownership of escalated customer issues, maintain communication with customers and follow up on actions through to resolution and customer satisfaction. • Maintain accurate customer information, interaction notes, service records and resolution details in CRM, ticketing and billing systems. • Monitor service performance, network availability and customer-impacting incidents, coordinating appropriate responses with operational teams. • Coordinate support priorities and technical resources as Team Leader, ensuring critical customer issues are escalated appropriately. • Monitor SLA compliance and follow up on open issues to support timely resolution and consistent service delivery.
Assistant ICT Officer
Millenia ltd
Jan 2020 - Apr 2023
Key Achievements:
• Provided technical and customer support to clients and internal users, ensuring timely resolution of service-related issues. • Monitored ticketing platforms and responded to customer requests through tickets and live chat, following issues through to resolution. • Supported customers with technical issues and maintained follow-up to ensure satisfactory resolution and positive customer experience. • Monitored LAN support systems, client hosting bandwidth and internal corporate systems. • Worked on hardware, software and network-related issues and supported improvements to company systems. • Maintained company websites and domains and supported corporate email and communication systems.