TEAM LEADER | COMPLAINTS SUPERVISOR | TECH LEVEL 2

Handling complaints and escalation calls. Helping out team outliers in order to improve individual and site performance. Facilitate team meetings for any product and program updates. Supervising multiple teams for any process and product consultations. Always promote resolution selling. Conducts individual sales coaching sessions. Sell telecommunications products and services to both consumer and business. Keeping customers informed about current technology trends, new products and services. Initiate and submit accurate orders. Handling and resolving billing related concerns. Process payments and setting up payment arrangements. Perform troubleshooting process. Maintain open and effective lines of communication throughout the organization to maintain a sense of teamwork, enthusiasm, pride, and quality workmanship. Capture and review any competitive intelligence gathered and proactively communicates this information to the team.

Provides technical support to clients, building managers/admins and field technicians. Provides exceptional customer service at all times. Perform troubleshooting, documentation, and refine internal processes. CRM database management. Update and maintain the system. (Cindy and Salesforce) Supports different internet technology types like, FTTP, FTTB, FTTR, FTTN, FTTC and HFC. Handling setup and configuration of VOIP/NETSIP services for both VoiceHub and Over the Wire.

Handling TIO Complaints (Level 1 and 2) Perform basic troubleshooting process. Handling and resolving billing related concerns. Handling complaints and escalation calls. Helping out team outliers in order to improve individual and site performance.

Provides exceptional customer service at all times. CRM database management. Update and maintain the system. (Cindy and Salesforce)