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- 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.
- Responsible for monitoring the daily proactive/reactive incident.
- Responsible for the fault isolation & Resolution.
- Timely resolution of daily reported incident.
- Coordination with filed support/RBS team to address underlay issues of different ISP links.
- Timely escalation to internal/external teams to ensure early restoration.
- Working in 24*7 shift environment
- Sharing daily incident tracker.
- Ensure efficient and effective technical customer service as per SLAs.
- Proactive Monitoring of network alarms/ Alerts.
- Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
- Co-ordination with NOC team for raising technical case.
- Supporting for scheduled Activities on network element.
- Reporting network status to key stake holders.
- Timely handoff (escalation) of cases.
- Working on Trouble Tickets, maintaining KPI and SLA of network (Preferred).
- On time escalations need to be followed, after following proper escalation hierarchy/matrix, for current ongoing network issues.
- Should have hands on experience in basic Internet, MS Office: MS Excel, Word, Access, Ppt. (In Excel knowledge of : like If, Pivot, Sum, Removing Duplicates etc. )
- Education – Graduate Engineer with 2 yr (B2-1) (Electronics, Electronics & Telecom, Computers) Certifications – CCNA/JNCIA for B2-1
- Good Analytical, Diagnostic and Problem-Solving skills, Customer Centricity, Dealing with ambiguity and pressure.
- Excellent written and verbal communication skills.
- Should be willing to accept challenges and highly dynamic in nature.
- Good aptitude to learn new technology.
- Should be a very good team player
- Proactive Monitoring of network alarms/ Alerts.
- Maximizing network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
- Interface with field teams for Alarm resolution.
- Co-ordination with NOC team for raising technical case.
- Supporting for scheduled Activities on network element.
- Reporting network status to key stake holders.
- Timely handoff (escalation) of cases.
- Ensure the resolution of each incident as per agreed SLA
- Sharing daily reports of incident and customer requested reports
Customer Service Executive - Pune, India - Tata Communications
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
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills
Communication Skills