Customer Service Executive - Global Service Operations

Broad outline of the Role

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

The Engineer is a position within Tata Communications. This role requires,

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• 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

IP Skills, SDWAN Skills, traditional Transmission skills, Good Communications Skills, Global Certifications in SDWAN, Cisco/Juniper
Good in MS Suit, Additional certifications if any in Cloud or other platforms.
•    Shift Engineer, working with team members in shift.
•    Troubleshooting of cases, Maintain all KPI in Target
•    Escalation Management
•     Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
•      Maintain awareness of latest technologies in the domain.
•    Possessing minimum one global certification like CCNA/VNX 100.

Knowledge / Skills