Ramya Vanguri

• Successfully lodged and managed customer support tickets, ensuring prompt and effective

• resolutions for internet service-related issues.

• Assisted customers over the phone to set up internet connections, troubleshoot network problems and configure routers for optimal performance, Salesforce CRM is used for communicating with end users

• Order and coordinate NBN, Opticomm with carriers for End Users and channelling partners (NBN co, Opticomm)

• Prepare and configure routers and other customer premises equipment (CPE) like NTD box, cyber power boxes for installation at end-user premises

• Assisting with Network operation Centres (NOC) functions and informing end users of scheduled and unscheduled outages

• Level 1 assistance provided to end users by raising the fault tickets and monitoring them using the SERVICE NOW ticketing system.

• Assist level 2 and level 3 engineers and coordinate with end-user fault reports and status updates

• Provide updates to end-users and channel partners on internet/voice/server order in progress. If order doesn’t complete on Preferred connection date (PCD) then need to escalate to IT team using ITSM

• Collaborated with field technicians to streamline on-site installations and ensure seamless

• integration of internet services for residential and business clients.

• Utilised various tools and software like service now for service management, Citrix, salesforce monitor network performance, proactively identify potential issues, and implement necessary solutions.

• Demonstrated exceptional product knowledge to address customer inquiries and upsell additional services, leading to increased customer retention.

Maintained accurate and detailed documentation of customer interactions, resolutions, and follow-up activities in the incident management system

• Troubleshooting: Diagnose and identify the root cause of technical issues reported by customers.

• Utilize technical knowledge and problem-solving skills to troubleshoot and resolve connectivity, equipment, or service-related problems.

• Technical Guidance: Provide clear and concise technical guidance to customers regarding service configuration, device setup, software installation, and usage. Explain technical concepts in a user-friendly manner and assist customers in understanding and implementing solutions.

• Assist customers with the activation, provisioning, and configuration of services. Coordinate with internal departments to ensure a seamless service activation process for new customers or upgrades for existing customers.

• Worked on Zed med tool is used for integrating other party systems also for reporting and client analysis

• Strive to achieve high levels of customer satisfaction by delivering efficient, effective, and friendly technical support. Monitor customer feedback, identify areas for improvement, and provide input to enhance customer service processes and procedures. Probe group

• Dealing with dissatisfied customers and managing complaints is a vital part of customer service.

• patient, empathetic, and skilled at de-escalating tense situations. Needs to listen actively, • acknowledge the customer's concerns, and work towards finding a satisfactory resolution.

• Booking vaccination slots for the residents of victoria.

• solving their queries and assisting them to book the vaccine nearby their areas.

• Upheld strict quality control policies and procedures during customer interactions.