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

Technical

• Working knowledge of SDH and SONET equipment commonly used in the transmission network like ECI, Tejas,  Alcatel, etc.
• Ethernet/ VPN network service knowledge.
• Working knowledge on NMS (ECI, TEJAS,ALCATEL).

Functional

• Resolution of customer complaints within SLA.
• Quality Troubleshooting.
• Solve problems that require substantial analysis and investigation related to customer network.
• Ensure customer coordination in timely and regular manner.
• Maintain resolution efficiency / MTTR.
• Tracking & resolution of TT (repetitive issues).
• Maintaining RFO quality.
• Vendor co-ordination. 

Qualification

BE/ B-Tech in E&TC 

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 2-4 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