Marlon Jayson T. Email and Phone Number

• Diagnose and resolve technical issues related to internet connectivity, speed, and service outages. Assist customers with issues related to modems, routers, and network settings.• Provide step-by-step instructions for common troubleshooting procedures, such as resetting equipment or checking connections.• Identify and escalate complex or unresolved technical issues to specialized technical support teams if needed.• Assist customers with various account modifications, including updating personal information, changing service plans, and adding or removing services• Process requests for service upgrades or downgrades based on customer needs and preferences.• Verify customer identity and account information to ensure accurate processing of requests and changes.• Address customer inquiries related to billing, including questions about charges, payment history, and account balances.• Explain charges, fees, and billing cycles to customers, ensuring they understand their bills and service charges.• Accurately document customer interactions, issues reported, and resolutions in the CRM or ticketing system. Maintain detailed records of account changes and billing adjustments.

• Provide support to customers experiencing issues with their internet service, including connectivity problems, slow speeds, and service outages.• Diagnose and resolve technical issues over the phone, including issues with modems, connectivity, and Landline phones.• Accurately log and document customer interactions, issues reported, and the steps taken to resolve problems in the ticketing or CRM system.• Identify and escalate complex or unresolved issues to higher-level technical support teams or specialized departments when necessary.• Collaborate with other support teams and departments to address and resolve more complicated technical issues.• Provide customers with guidance on how to use their internet services effectively and offer tips for improving their connection quality.• Collect customer feedback to identify areas for improvement in the support process and service offerings.

• Provide support to company employee experiencing hardware, software, or network issues. Assist with troubleshooting problems related to operating systems, applications, and devices.• Perform regular maintenance tasks such as software updates, hardware diagnostics, and preventive measures to ensure optimal performance and security.• Set up, Install and configure computers, printers, PLC, and other hardware as needed for the Project.