Customer Service Executive - Network Operations & Support (Network Operations & Support) - B2101_1

Overview of the Role

The role is of Technical Support personnel, supporting Media Eco System and Cloud Support services. Most of the services include live Playout, Live Streaming of Linear channels/ Events, Video on Demand playback for OTTs, B2C and C2C Cloud computing and storage , Live/Video Encoding etc.

Key Responsibilities

• It is expected to provide 24x7 assistance to our global customers.
• Support is provided via calls, emails, and ticketing tools.
• Member should have expertise in customer communications and technical knowledge to be able to understand and resolve their issues.
• The team monitors the global Media services infrastructure (9 Data centres and its infra)
• The team is responsible for vendor co-ordination in case of device failure.
• The team is responsible for remote hands co-ordination with the Datacenter team as well as with the cross functional technical team.
• The team interacts with various internal stakeholders like DevOps, Solutions Architects, Product and Engineering and various other teams in the TCL organization to understand/troubleshoot customer requirements, monitor POCs and provide feedback on the Media Eco System and Cloud Support services to be improved.

Minimum qualification & experience

Qualification: Graduation or equivalent degree.
Experience: 1-3 years of relevant experience.
Willingness to work in flexible hours i.e 24*7.