• Addressed customer questions and recommended and solved Network related issues [Internet, IPTV, Email, Gaming, etc.] to improve customer experience.• Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.• Maintained records of daily data communication transactions, problems, and remedial actions taken.• Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.• Investigated and researched issues to determine root causes and appropriate resolution methods.• Followed up with customers regarding product functionality and overall satisfaction.• Assisted with mentoring new employees during and after training.• Developed strong customer relationships and loyalty through effective communication.• Generated reports on customer service metrics to inform management.• Addressed customers courteously using suitable methods and problem-solving skills.• Strong Knowledge of OLT, ONU, Routing and switching protocols, network topology and architecture.• Good knowledge of BNG, POP, Switch, PE Routers.