Sr Customer Service Executive - Pune, India - Tata Communications

    Tata Communications
    Tata Communications Pune, India

    2 weeks ago

    Tata Communications background
    Description

    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

    To support, maintain and manage Microsoft Teams Direct Routing and Meeting Rooms service for end customer.
    A member of a 24*7 support team responsible for managing Microsoft Teams Direct Routing and Meeting Room Services for end customer
    A Unified Communication Service Administrator responsible for monitoring and maintaining services as per agreed SLA.

    Minimum qualification & experience


    • Managing Teams Direct Routing infrastructure of customer.

    • Manage Endpoints like SBC, gateway, Meeting room endpoints.

    • Working on reported tickets and maintaining SLA.

    • Working on any issues reported by customer and responding emails.

    • Monitoring the service, identifying, and fixing the issues proactively.

    • Reporting and handling customer call for review of service.

    • Knowledge and experience on SIP and telephony devices.

    • Good understanding of Microsoft Teams

    • Good understanding of VOIP devices.

    • Knowledge and experience in managing SBC\Gateways.

    • Managing Teams Direct Routing.

    • Managing Microsoft Teams Room Systems.

    • Managing Teams Direct Routing infrastructure.

    • Managing devices like Ribbon/Audio Codes SBC.

    • Managing Teams Meeting room (Polycom devices).

    • Knowledge on protocols like SIP, H.323.

    • Experience in supporting of Microsoft Teams Service.

    Other knowledge/skills


    • Good communication and customer handling skills.

    • Good Email writing and documentation skills.

    • Quick Learner.

    Key Responsibilities

    Technical Competencies

    Knowledge / Skills