Customer Care Executive - Telecom / ISP

Job Overview

We are seeking a detail-oriented and customer-focused Customer Care Executive to address queries, complaints, service requests, and facilitate communication between customers and internal technical teams. The role involves providing timely assistance to broadband, leased-line, enterprise, and telecom customers, ensuring superior customer satisfaction.

Key Responsibilities

• Manage inbound customer interactions via calls, emails, WhatsApp, and support tickets.
• Analyze and respond to customer complaints with appropriate initial solutions.
• Log, update, and track all customer complaints and service requests systematically.
• Collaborate with Network Operations Center (NOC), Network, Field Support, and Technical Teams to resolve technical issues promptly.
• Monitor issues related to connectivity, installation, configuration, and service interruptions.
• Keep customers regularly informed about issue status and expected resolution timelines.
• Escalate unresolved or critical issues to technical or managerial teams effectively.
• Maintain accurate and detailed records of customer communications and problem resolutions.
• Ensure timely closure of pending support tickets by diligent monitoring.
• Coordinate field engineer visits for maintenance and service restoration when necessary.
• Handle requests including service activation, relocation, upgrades, downgrades, suspension, and terminations.
• Support customers with billing, invoicing, payments, and account inquiries.
• Adhere to defined Service Level Agreements (SLAs) and escalation protocols, especially for enterprise and leased-line clients.
• Perform follow-ups post-issue resolution to verify service restoration.
• Identify patterns of recurring problems and communicate these to concerned departments for improvement.
• Maintain professionalism and courtesy in all customer interactions.
• Prepare periodic customer support reports as required.

Technical Focus Areas

• Broadband / FTTH connectivity issues
• Internet leased line and fiber connectivity management
• Troubleshooting ONT/ONU and Wi-Fi related problems
• Router and Customer Premises Equipment (CPE) support
• Handling internet speed and connectivity complaints
• IP address management and DNS troubleshooting
• Resolving network outages, link installations, activations, fiber cuts, and restorations
• Facilitating service upgrades, downgrades, billing, renewals, and SLA-based enterprise support

Required Skills and Competencies

• Strong verbal and written communication abilities.
• Effective customer service and problem-solving skills.
• Basic understanding of internet technologies, networking, broadband, and telecom services.
• Efficient liaison with technical and NOC teams.
• Competent ticket management and follow-up aptitude.
• Ability to perform under pressure during network outages and emergencies.
• Familiarity with MS Excel, Word, email, and customer support ticketing tools.
• Good documentation and reporting skills.
• Flexibility to work in shifts including weekends or holidays as needed.

Preferred Technical Knowledge

• TCP/IP protocols
• DNS and DHCP operations
• LAN/WAN fundamentals
• Fiber to the Home (FTTH) and fiber optic knowledge
• Wi-Fi technologies
• Router and switch configurations
• Basic ping and traceroute troubleshooting
• IP addressing and VLAN concepts
• Network Operations Center (NOC) and ticketing systems
• SLA adherence and escalation frameworks

Educational Credentials

Minimum qualification includes completion of 12th grade, diploma, or graduation. Candidates with degrees such as B.E./B.Tech, BCA, B.Sc., or diplomas in Electronics, Telecommunications, Computer Science, or related disciplines will be preferred.

Experience

Open to freshers possessing strong communication skills and basic knowledge of computing and networking. Preference given to candidates with 1 to 3 years of experience in ISP, telecom, broadband, NOC, BPO, or technical customer support roles.

Performance Metrics

• Customer satisfaction levels
• Speed of first response
• Efficiency in ticket resolution
• Compliance with SLAs
• Reduction in pending support tickets
• Rate of complaint closure
• Customer retention
• Frequency of escalations
• Quality of call and email responses
• Effectiveness of follow-ups

Work Environment & Conditions

This is a full-time position which may involve rotational shifts and weekend or holiday work depending on network operational demands. Candidates must be capable of managing high-pressure situations such as significant customer complaints and network outages.

Ideal Candidate Profile

The successful applicant will be customer-centric, patient, well-organized, and eager to learn about telecom technologies. They should demonstrate excellent coordination skills between customers and technical teams. Experience in ISP or telecom sectors is advantageous.