Answering calls related to consumer network issues and collect a complete description of the problem.
Ticket Management (Open, Provide Detailed and Complete Ticket Information, Track, Update, Route, Close)
Perform basic troubleshooting methodology with the end user based on training and on scripted flow-trees.
Take ownership of user problems and follow up on the status of problems on behalf of the user with ISP and communicate progress in a timely manner.
Escalation to Tier 3 Subject Matter Experts as Needed.