❏ Assist prepaid customers with their account management, billing disputes, and activation of service. ❏ Manage team when Team Manager is on leave. Monitoring their AHT and daily coaching for their calls. Floor support in taking escalated calls and answering inquiries of agents. ❏ Assist in the nesting stage of newly hired agents on their initial calls. ❏ Send daily start and end of day report of the trainee’s performance ❏ Account management and handles combined billing disputes of their multiple services. ❏ Hard core selling of mobile, internet, phone and tv services. ❏ Run a credit check with the information provided by the customer. ❏ Process the Order and schedule service installations. ❏ Back office job that reviews user violation of Terms of Service (TOS). ❏ Monitor chat violation reports and issue warning or account suspension ❏ Review reported email sent for TOS violation ❏ Read and review Blogs for TOS violation ❏ Accept and Review general email inquiries and correspond with customers via email for their account reactivation. ❏ Provide a step-by-step process via email to secure their account, password reset, and account reactivation request. ❏ Assist customers via chat with their account or billing issue. ❏ Assist customers via chat with their technical concerns. ❏ Handles payment and payment arrangements. ❏ Provides detailed steps for their network and internet connectivity issues. ❏ Assist on-site technician in hardware parts replacements of the laptop, desktop, tablet, server, and printers. ❏ Assist field technician with basic software troubleshooting. ❏ Process dispatch for additional parts needed. ❏ Order necessary parts and verify customer’s availability and schedule technicians for the next service. ❏ Send feedback and escalations for field technician’s performance during parts replacements. ❏ Escalate possible hardware issues encountered. ❏ Tracking of parts that was dispatched. ❏ Email Management ❏ Quality Assurance Analyst ❏ Lead Research and Generation ❏ Appointment Scheduling ❏ Assisted in Training and Certification of new VA ❏ Graphic Design for marketing material using CANVA ❏ Social Media Marketing ❏ Manage and improve daily operation by designing a standard procedure that is efficient. ❏ Research work and Data Entry ❏ Coordinating and Hosting of Meetings ❏ Credit Repair Client Consultation ❏ Dispute Process ❏ Sending out letters via Letterstream ❏ Admin Task - day to day operation and task delegations