Abhishek Shitap — Operations Associate

Provide advanced technical support for mobile SIM card activation, network connectivity issues, and broadband services across UK customers. Diagnose and resolve technical problems related to 3G/4G/5G network, APN settings, VoLTE, and SIM provisioning. Assist customers in troubleshooting home broadband routers, Wi-Fi setup, speed optimization, and fault isolation. Use internal tools (e.g., HSR/SSR, NU Tool,etc.) to access account data, log tickets, and escalate unresolved issues. Collaborate with backend teams for issue resolution and ensure timely communication with customers. Consistently achieve KPIs including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT). Maintained high customer retention by delivering empathetic, clear, and technically accurate support. Delivered Tier 1 and Tier 2 support for mobile network and broadband customers, resolving connectivity, device compatibility, and routing issues. Diagnosed hardware/software conflicts in customer-premises equipment (CPE), including routers, modems, and mobile handsets. Supported remote troubleshooting using internal tools (e.g., HSR, SSR, Lucid) and guided users through technical resolutions. Maintained high SLA adherence with focus on First Contact Resolution and low escalation rates. Logged and tracked incidents using CRM and ticketing platforms; escalated critical issues to backend engineering teams when needed. Performed advanced diagnostics on 3G/4G/5G connectivity, SIM provisioning failures, and network outage patterns across UK regions. Troubleshot broadband access issues including DNS faults, packet loss, latency, and port configuration on home routers. Identified and reported regional outages and contributed to root cause analysis by collecting signal logs and user data trends. Collaborated with network operations and backend teams to resolve tower faults and connectivity degradation. Interpreted technical data from NU Tool and Lucid to assess signal strength, IP provisioning, and real-time network health.

Stackforce AI infers this person is a Telecommunications Support Specialist with strong technical troubleshooting skills.

Location: Mumbai, Maharashtra, India

Experience: 2 yrs 10 mos