Customer Support ADSL and Fibre Optic -Provide first-level phone support to identify the potential cause of fault and leveraging on the available system tools to step through with Field Engineer or customers in resolving the fault, arising from an installation or maintenance -Respond to all inquiries or support requirement in a professional, courteous and efficient manner and resolve all issues on the first contact and delivering amazing customer experience and build customer loyalty for long term -Provide alternative, recommendation as well as escalating to the respective team, in the event the resolution is not feasible via the phone or system tools -Takes ownership and follows through to close the loop on each interaction or case. Strongly support and deliver Zero Failed Follow-up policy in dealing with customer cases -Assess customer needs and where appropriate, promote, recommend and upsell products and services based on customer needs. -Provide complete log for all customer interactions and the actions taken