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Department Technical Support / Customer Operations Job Description The Technical Help Desk Specialist provides first-line technical support to customers and internal users of the company's telecommunications services and products. This role is responsible for ...

Customer Support Communication [Client Inquiries:] Hello! Thank you for contacting Imperial Network Inc. Main. To better assist you, kindly provide the following information: • Account Name: • Account Number: (if available) • Complete Service Address: • Active...

Purpose Ensure technical issues that cannot be resolved by the Technical Help Desk are promptly escalated to the appropriate team, monitored until completion, and resolved within the agreed Service Level Agreement (SLA). Escalation Levels Level Responsibl...

https://drive.google.com/file/d/1dw-AKV83UucvZXX00Ool5i_skXPUvDIF/view?usp=drive_link

Receive and verify the technical concern. Confirm customer account status and service details. Perform standard troubleshooting and remote diagnostics. Identify the root cause, if possible. Document all findings, tests performed, and results. Escalate the is...

Escalate the issue when: Remote troubleshooting does not resolve the problem. An outage affects multiple customers. A field visit is required. Network equipment (OLT, AC, NAP, switches, etc.) requires investigation. Billing or account issues prevent technical...

Complete initial troubleshooting before escalating. Provide accurate documentation and supporting evidence. Endorse the case to the correct department. Monitor all escalated tickets until resolution. Coordinate with NOC, Field Operations, Billing, and other d...

Gather complete information before escalation. Include screenshots, logs, signal readings, and test results when available. Escalate to the correct team to prevent delays. Follow up regularly on pending cases. Keep customers informed of progress and expected ...