At Firstsource Solutions, I investigate backend technical issues and troubleshoot broadband and mobile connectivity problems. I resolve provisioning failures, network configuration errors, and customer profile discrepancies.
I manage escalation tickets through enterprise ticketing platforms, track SLA requirements, and use Citrix virtualized infrastructure and Cisco tools to access backend systems. I also document recurring faults and work with L2/L3 teams on workflow fixes.
At Altruist Technologies Pvt. Ltd., I handled customer queries and technical concerns, guided users through hardware and network troubleshooting, and documented interactions in the CRM.
