Saurabh Shelar

Tier 1 Support (L1) Responsibilities Tier 2 Support (L2) Responsibilities

• Provided top-tier customer service by identifying, troubleshooting, and resolving basic Wi-Fi network issues such as connectivity, disconnections, slow speeds, and weak signals.
• Conducted comprehensive diagnostics including ping tests, SSID/VLAN verification, and access point (AP) reboots to resolve issues efficiently.
• Collaborated with customers to educate them on best practices for optimizing Wi-Fi performance and security.
• Documented customer interactions thoroughly in ticketing systems, ensuring detailed records for follow-up and escalation.
• Managed timely escalations to Tier 2 or 3 support when necessary, ensuring a seamless handoff of complex issues.
• Took ownership of escalated, complex technical cases from Tier 1, performing in-depth troubleshooting on network configurations, QoS (Quality of Service), hardware, and security concerns.
• Utilized expert knowledge in Wi-Fi network technologies, protocols, and hardware to resolve intricate issues affecting customer network performance.
• Led troubleshooting efforts on hardware and firmware upgrades for controllers, access points, and routers, ensuring compatibility and enhanced security.
• Worked closely with ISPs and third-party technicians to resolve circuit issues and facilitate network optimizations, enhancing overall service quality.
• Guided customers through advanced network configuration processes, empowering them to manage and secure their networks.
• Delivered detailed documentation of all troubleshooting steps, facilitating smooth escalations to Tier 3 when necessary, while maintaining clear communication with customers regarding progress and resolution timelines.

Key Responsibilities

• Customer Assistance & Sales Support: Assisted both new and existing customers with inquiries related to SIM plans, plan upgrades, new phone purchases, and broadband services, ensuring that their needs were met with appropriate product recommendations.
• Sales & Upgrades: Drove customer satisfaction and sales by guiding customers through phone upgrades, contract renewals, and service plan modifications, maximizing revenue opportunities through tailored solutions.
• Billing & Account Management: Resolved billing issues and discrepancies, provided accurate billing information, and ensured timely follow-up to address any account-related concerns.
• Customer Retention: Focused on building strong relationships with customers by providing exceptional service, leading to increased customer loyalty and retention rates.
• Problem Resolution: Proactively identified and resolved customer issues related to services, billing, and product compatibility, escalating complex cases when needed to senior teams or management.
• Target Achievement: Consistently met or exceeded individual and team sales targets through upselling, cross-selling, and effectively handling customer inquiries and requests.
• Product Knowledge: Maintained in-depth knowledge of Vodafone Australia’s products, services, promotions, and plans to provide accurate information and guide customers to the best possible solutions.
• Customer Education: Educated customers on product features, benefits, and usage tips, enhancing customer satisfaction and product adoption.

Key Responsibilities

• Order Support: Managed customer inquiries regarding order status, shipping details, and delivery times, ensuring accurate and timely updates to customers.
• Issue Resolution: Handled customer complaints and issues related to order discrepancies, product defects, or delivery delays, working quickly to find solutions and escalate when necessary.
• Product Inquiries: Assisted customers in obtaining detailed information about products, including specifications, availability, and recommendations based on customer preferences.
• Available Offers & Discounts: Informed customers of promotions, discounts, and special offers, guiding them through the process of applying offers to orders and enhancing customer satisfaction.
• Billing Support: Addressed billing-related queries, including discrepancies in charges, processing refunds, and providing accurate explanations of payment transactions.
• Customer Education: Educated customers on Amazon’s platform features, such as account management, order tracking, and returns processing, improving overall user experience.
• Escalation Handling: Escalated unresolved issues to senior management or specialized teams when required, ensuring that customers received appropriate solutions in a timely manner.
• Customer Feedback & Documentation: Documented all interactions, including customer issues, resolutions, and feedback, maintaining accurate records for future reference and follow-up.
• Listened to customers' questions and concerns to provide answers or responses.