Customer Care Executive

Customer Support Executive

Location: Gurugram, Haryana

Company: NextGen Broadband Pvt. Ltd.

Employment Type: Full-time, On-site

About NextGen Broadband Pvt. Ltd.

NextGen Broadband Pvt. Ltd. is a forward-thinking broadband service provider delivering high-speed wireless and fiber internet services to both residential and enterprise customers. We are on a mission to revolutionize broadband access in India with cutting-edge RF, FTTx, and Wi-Fi technologies at affordable rates.

Our expertise lies in FTTH (Fiber to the Home) through GPON (Gigabit Passive Optical Network) technology, ensuring seamless data, voice, and video integration. We are committed to building a truly connected and empowered digital future.

Role Description

We are hiring a Customer Support Executive for our Gurugram office.

In this role, you will handle and resolve technical issues reported by franchise partners and end customers, ensuring smooth and reliable internet experiences.

You will act as the first point of contact for resolving queries related to:

• FTTx and GPON connectivity issues

• Internet offline or packet loss complaints

• IPTV and OTT-related issues

• Payment and user billing queries

• Router and Wi-Fi configuration support

• Service interruptions or speed-related concerns

You will be responsible for providing prompt, accurate, and courteous support via phone calls, emails, or tickets while ensuring high levels of customer satisfaction and network reliability.

Key Responsibilities

• Handle inbound calls and tickets from franchise partners and customers.

• Diagnose and resolve internet, IPTV, and OTT service issues.

• Escalate complex network or backend issues to L2/L3 teams.

• Maintain accurate logs of customer interactions and resolutions.

• Monitor recurring complaints and suggest process improvements.

• Ensure SLAs are met for all technical support cases.

• Coordinate with NOC and billing teams for service restoration and account updates.

Qualifications & Skills

• Proven experience in technical support, preferably in an ISP or telecom environment.

• Strong understanding of broadband networks, FTTx/GPON, and basic networking concepts (IP, DNS, router setup).

• Excellent communication and interpersonal skills.

• Ability to multitask and stay calm under pressure.

• Analytical mindset for identifying problem patterns.

• Familiarity with billing systems, OTT platforms, and IPTV troubleshooting is a plus.

• Bachelor’s degree or diploma in Computer Science, IT, Electronics, or a related field preferred.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.