Orman Neville Tocka

• Help new and existing team members improve the effectiveness and efficiency of troubleshooting by providing job aid troubleshooting.
• Provide floor support for new hires during their nesting period
• Coach new hires and monitor their performances
• Call Listening
• Handle escalation calls
• Monitor the queue for adherence
• Review cases to make sure the documentation is complete
• Provide report to my supervisor at the end of the day
• Attending General leaders meetings and providing feedback to the team on what has been discussed during the meeting
• Assisting complex client via Google meet for general product knowledge
• Handle payroll .

• Product 1: Voice over IP and Landline phone.

Handle clients' issues over the phone. Troubleshoot

clients' VoIP phones and resolve issues. Configuration of phone system via the cloud, from scratch to live activation.

Basic physical VoIP phone provisioning. Mobile and desktop application troubleshooting.

Account implementation (global education of products and features).

Number porting from a different provider to a new provider.

• Product 2: Secure Business (Cameras)

Home and small business cameras security.

Troubleshoot clients' equipment like cameras, window and door sensors, and main security control panel.

Submit order for battery replacement when one of the sensors is malfunctioning.

• Product 3: NETWORKS.

Microsoft Office 365 and Outlook.

Troubleshoot customer modem, verify the internet status and check outages.

Assign static IP for new third-party devices and update Wi-Fi parameters remotely.

Knowledge about Network as a Service (NaaS).

Monitor the server by utilizing an application.
Contact the customer or the on-call person when the server is down.

Follow up with the ticket until it is resolved.
Send a field technician out when required.
Coordinate with FedEx to ensure proper delivery by processing orders for device replacement when the device is dead.

Identify problems affecting the customer's services and provide adequate solutions promptly, or escalate issues to the proper department as required. Discerning and escalating problems to the next level of support, as needed (Engage levels 2 and 3 )

• Product 4: TV.

Basic troubleshooting. Tech dispatch when cables are damaged.

Account provisioning.

• Product 5: Customer Care

Handle complex invoice issues.
Provide an explanation of charges and apply credits when necessary.
Initiate reimbursement when necessary.
Upon request, closing customer accounts.

Creating invoices and billing materials to be sent directly to a customer

• Part of the first French Team for the Wireless program
• Handle Invoice ( Payment - Credit card registration, Update - Invoice explanation )
• Troubleshoot client’s smartphones over the phone
• Activation of roaming data for international calls
• Promote Company new mobile plans to existing customers
• Customer account activation
• Support dealers
• Educate non-TELUS clients about our product
• Product Knowledge transition to new hires before I switch to Wireline.