• Provide client support and resolution on technical issue via Tiered Technical Support.• Configuration of client's equipment to connect to the Internet via modem/ Router.• Identify, rectify or advice, on operational issues in the client systems and tools.• Monitoring the Trouble tickets, identify the root cause and perform troubleshooting on tools to resolve it.• Identify and highlight the customer reported tickets where issue can be rectified by performing troubleshooting on the call. This saves the invalid technician visit at customer premises.• Quality analysis of Trouble tickets created by client agents which includes rectifying mistakes, providing coaching if necessary.• Preparing client decks and fiscal reports, which are shared with the client on biweekly basis.