Providing technical assistance for BigPond TELSTRA ADSL, HSDPA, CABLE, SATELLITE customers on both Windows and MAC Computers when they have problems in connecting to the internet. Also given a task in resolving their concerns on downloading BigPond Music, watching AFL, NRL, V8 Supercars, Horse racing in the BigPond website. Trained in Virus Removal Software BigPond Security wherein we helped our customers on basic things on how to operate, navigate and remove viruses on their Windows computer. Responsible in call handling to provide a world class resolution to customers concern when they are having difficulties with their internet connection. Giving them the most effective troubleshooting steps possible to make sure that they can access internet, also documenting the history of the call for future references using the appropriate tools, Required to meet daily statatistics such as AHT (Average Handling Time), FCR (First Call Resolution, QA (Quality Analysis), and CSAT (Customer Satisfaction). We are also monitoring our Hold Time and ACW (After Call Work).