Sr Customer Service Executive - Customer Service Operations

Job Description

Role: Sr Customer Service Executive - Customer Service Operations 
Total Experience: 3-5 years of experience
Location: Pune
Education: BE and experience in IP domain and SD-WAN side. (CCNA, CCNP and SD-WAN side certification).

Roles and Responsibilities:

•    Hands-on experience on Cisco ASR series router and should have Nokia Nuage and Versa SD-WAN platform working experience.
•    Candidate should have technical exposure to handle link down, link flap and packet drop and latency related day to day operations issues.
•    Good understanding of the Network (Traceroute, ARP, PING, Static and Dynamic Routing side.
•    Candidate should have hands-on experience on routing and switching side protocols (OSPF, BGP, EIGRP, STP, RSTP, MSTP)
•    Should have good understanding and experience to handle Layer-2 and Layer-3 VPN issues and packet level experience on MPLS side.
•    There should be good understanding on Cisco ASR traffic engineering side.
•    Hands on exposure on SD-WAN platform to handle customer complaint.
•    The candidate should take follow up with supplier or vendor to resolve the customer reported issues.
•    Work on the planned event and perform the network analysis to share proactive notification to customer for their service impact.
•    Work on the new SD-WAN/IP delivery links-based on new work order received from Service delivery.
•    Employee should take the responsibility to handle technical cases and drive them for resolution as per agreed SLA.
•    Candidate should have exposure on TT management system and Network Monitoring Applications/Tools for monitoring the networks
•    Candidate should have good communications and e-mail writing skill.