Executive Assistant, Quality Analyst, Virtual Assistant, Technical Support and Sales/Customer Representative
❏ Assist prepaid customers with their account management, billing disputes, and activation of
service.
❏ Manage team when Team Manager is on leave. Monitoring their AHT and daily coaching for their
calls. Floor support in taking escalated calls and answering inquiries of agents.
❏ Assist in the nesting stage of newly hired agents on their initial calls.
❏ Send daily start and end of day report of the trainee’s performance
❏ Account management and handles combined billing disputes of their multiple services.
❏ Hard core selling of mobile, internet, phone and tv services.
❏ Run a credit check with the information provided by the customer.
❏ Process the Order and schedule service installations.
❏ Back office job that reviews user violation of Terms of Service (TOS).
❏ Monitor chat violation reports and issue warning or account suspension
❏ Review reported email sent for TOS violation
❏ Read and review Blogs for TOS violation
❏ Accept and Review general email inquiries and correspond with customers via email for their
account reactivation.
❏ Provide a step-by-step process via email to secure their account, password reset, and account
reactivation request.
❏ Assist customers via chat with their account or billing issue.
❏ Assist customers via chat with their technical concerns.
❏ Handles payment and payment arrangements.
❏ Provides detailed steps for their network and internet connectivity issues.
❏ Assist on-site technician in hardware parts replacements of the laptop, desktop, tablet, server,
and printers.
❏ Assist field technician with basic software troubleshooting.
❏ Process dispatch for additional parts needed.
❏ Order necessary parts and verify customer’s availability and schedule technicians for the next
service.
❏ Send feedback and escalations for field technician’s performance during parts replacements.
❏ Escalate possible hardware issues encountered.
❏ Tracking of parts that was dispatched.
❏ Email Management
❏ Quality Assurance Analyst
❏ Lead Research and Generation
❏ Appointment Scheduling
❏ Assisted in Training and Certification of new VA
❏ Graphic Design for marketing material using CANVA
❏ Social Media Marketing
❏ Manage and improve daily operation by designing a standard procedure that is efficient.
❏ Research work and Data Entry
❏ Coordinating and Hosting of Meetings
❏ Credit Repair Client Consultation
❏ Dispute Process
❏ Sending out letters via Letterstream
❏ Admin Task - day to day operation and task delegations