SME (Subject Matter Expert) in Broadband Technical Support - VXI Global Solutions An SME (Subject Matter Expert) in Broadband Technical Support is responsible for providing advanced technical expertise, supporting frontline agents, improving service quality, and ensuring customer issues are resolved efficiently. An SME serves as the technical backbone of the support team, combining deep technical knowledge with coaching, quality improvement, and cross-functional collaboration to improve both customer outcomes and team performance.
- Act as the go-to expert for broadband technologies such as DSL, Fiber, Cable, and Wi-Fi
- Troubleshoot complex network and connectivity issues that cannot be resolved by frontline support
- Stay updated on new products, technologies, and troubleshooting procedures
- Assist agents with difficult customer cases
- Provide real-time guidance during calls or chats
- Escalate issues to engineering or higher-level support when necessary
- Train new hires on broadband products, tools, and troubleshooting techniques
- Conduct refresher sessions and knowledge-sharing workshops
- Create and update troubleshooting guides, SOPs, and knowledge-base articles
- Monitor support interactions and identify opportunities for improvement
- Provide feedback and coaching to agents
- Ensure adherence to quality standards and customer service policies
- Identify recurring technical issues and recommend process improvements
- Collaborate with operations, engineering, and product teams to reduce repeat incidents
- Help develop and implement new troubleshooting workflows
- Handle high-priority or critical customer complaints
- Coordinate with network operations and field teams to resolve outages or service-impacting issues
- Keep stakeholders informed of progress on major incidents
- Analyze key performance indicators (KPIs) such as First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Repeat call rate, and Escalation rate
- Recommend actions to improve team performance
- Work closely with network engineering, field technicians, product teams, and customer service
- Participate in root cause analysis for recurring broadband issues
- Support new product launches and system updates
- Ensure customers receive accurate and timely resolutions
- Handle VIP or complex customer cases professionally
- Improve the overall customer experience by reducing resolution time
- Set up and configure broadband equipment such as modems, routers, and related hardware at customer premises
- Regularly inspect and maintain equipment to ensure optimal performance
- Diagnose and resolve issues related to internet connectivity, email clients, IPTV, and VoIP services
- Provide technical assistance to customers, addressing inquiries and resolving problems promptly
- Offer guidance on equipment usage and network configurations
- Maintain accurate records of installations, repairs, and maintenance activities
- Document customer interactions and technical solutions provided
Customer Support Executive - INTOUCH CX
Customer Support Executive providing account assistance, transaction support, card services, technical support, fraud and security handling.
- Assist with account assistance including login issues, verification problems (KYC), and updating personal information
- Support failed transactions, pending payments, refunds, disputes, and charge questions
- Handle lost/stolen card reporting, virtual/physical card activation, and replacement requests
- Resolve app glitches, bugs, payment or transfer errors, and provide product guidance
- Explain savings, credit-building, and rewards features to customers
- Help users understand fees and limits
- Detect suspicious activity and lock accounts when needed
- Escalate security investigations appropriately
- Answer customer inquiries via phone, email, chat, or in person
- Provide information on account balances, transaction history, loan details, and banking products
- Address concerns regarding account management, fees, and charges
- Assist customers with opening new accounts or closing old ones
- Help with account-related issues such as updating personal information, resetting passwords, and resolving login issues
- Process account transfers, bill payments, and direct debits
- Investigate and resolve customer complaints or issues such as fraudulent transactions or account discrepancies
- Troubleshoot issues related to banking software or services
- Coordinate with relevant departments to resolve complex issues
- Educate customers about the bank's products and services such as credit cards, loans, and insurance
- Upsell or cross-sell additional banking products based on customer needs
- Process applications for new services (loans, credit cards, etc.)
- Handle deposit and withdrawal requests both in person and digitally
- Assist customers with online banking features such as bill payments, transfers, and mobile banking apps
- Update and maintain accurate customer records
- Ensure that all customer interactions are documented properly in the bank's system
- Ensure that all customer interactions comply with bank policies and regulatory requirements
- Protect sensitive customer data and address security concerns
Customer Support Executive - Startek
Customer Support Executive for Flipkart process handling customer queries, resolving complaints, and providing order and delivery support.
- Answer questions related to orders, deliveries, payments, returns, and refunds
- Provide accurate information about products and services
- Investigate customer issues and provide timely resolutions
- Escalate complex cases to higher support teams when necessary
- Assist with order tracking, cancellations, replacements, returns, and refund requests
- Effectively address and resolve customer complaints, concerns, and technical issues
- Ensure timely and satisfactory solutions to customer problems
- Maintain an in-depth understanding of Flipkart's product offerings, policies, and procedures
- Accurately record customer interactions, feedback, and follow-up actions in internal databases
- Ensure continuity and quality of service through proper documentation
- Work closely with internal teams to address complex issues
- Share customer feedback and contribute to process improvements
- Inform customers about new features, promotions, and policies
- Enhance customer shopping experience through education and support
