Customer Service Executive -Technical Support Center

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

Size and Scope of Role - No. of direct reports

 A> Position Summary(Key Objectives/Purpose of the Job)*

Technical Support Engineer

1          Customer Front Line for Trouble Reporting                         

2          Trouble Ticket Assignment to different technical teams                              

3          Escalation Management                                                         

4          MPLS Basic Troubleshooting and Fault isolation

Size and Scope of Role - Total team size

B>   Major Resposibilities.

1>To be the First Point of contact  for  Tata Communications customers from technical Perspective &  identification of the technical problem

2> Maintaining Optimum productivity as per set Standards.

3>Maintaining optimum Quality  as per set Standards.

4>Handling all TSC Emails and ensuring that the targets are adhered.

5>Handling escalation and customer queries

Minimum qualification & experience

•    C>Key Performance Indicators

   

   

  1>Task wise Performance assessment (Qualitative 25 % + Quantitative 25%)                   

   

  2>Test Scores

   

  3>Less than 3 individual qualified escalations received from ops teams and initiatives taken + appreciation from Internal team and customer

   

  4> CSAT / Transaction Feedback / Dipstick Survey

   

  5> Team Performance                       

   

  6> Absenteeism                     

Other knowledge/skills

•     D>   Qualification – Necessary requirement

   

   

  1>Graduation in Electronics and Telecom/Computer Engg

   

  2>Ability to use e-mail, internet, Word and other software’s

   

  3>Fluent in English and a second foreign language is an asset.

   

  4>Exposure to ISP Operations preferred

   

  5>Any other certification is preferred

   

  6>MPLS/IP Routing and protocol

Key Responsibilities

• >  Experience – Necessary requirement

   

   

  1-3 years of experience in below areas

   

  1> Experience in customer Front Line for Trouble Reporting

   

  2> Experience in MPLS Basic Troubleshooting and Fault isolation

   

  3>Experience in Handling Escalations and working in Shifts.

Technical Competencies

Domain

1>Excellent listening skills and very good communication skills     

2>Good Analytical Skills

3>Very good aptitude for problem solving

Leadership                

1>Good customer handling capabilities

2>Able to work under pressure and shifts

Behavioral                 

1>Good interpersonal skills   

Knowledge / Skills