Customer Service Executive - Customer Service Operations (Customer Service Operations) - B2101_1

Customer Exe -OSPF -SIP

• Customer and Backbone trouble shooting through NMS  tool
• Working knowledge and troubleshooting Network Protocols (RIP, OSPF, EIGRP and BGP)
• Configure Verify router hardware and software operation using all commands
• Knowledge in various networking concepts like TCP / IP, VLAN and switching concepts.
• Troubleshooting layers 1, 2 and 3 of the OSI Model
• Having skill on different firewall (FortiGate, SonicWALL.)
• Proactively monitor incoming alerts
• Having skill to handle enterprises customer.
• At least 2 years’ experience in L2 support.
• CCNA / CCNP certification will be an added advantage

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

• Graduate with 0-4 years of experience

Other knowledge/skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved and work proactively to maintain the same.

Technical Competencies

Knowledge / Skills