Customer Service Executive

    Customer Service Executive - Pune, India - timesjobs

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    Full time

    Customer Service Executive - Customer Service Operations (Customer Service Operations) - B2101_1
    Date: 4 Apr 2024

    Location: Pune, India

    Company: Tata Communications

    Broad outline of the Role

    • SOC incident management.

    Purpose - Broad objective of the role

    • Handling NON FTR trouble tickets of ILL/MPLS/DLC PRI and SIP customers
    • End to end coordination with customers and internal teams for fault resolution.
    • Diagnosis the problem with media (FOT, POE, and MUX) and close coordination with concern teams for further resolution.
    • Troubleshooting of LAN, VLAN, VOICE related cases
    • Fault analysis/troubleshooting of ILL/MPLS/DLC PRI and SIP customers
    • Troubleshooting of CPE devices such as Cisco, Maipu Routers.
    • Technical support and Fault Management for the WAN connectivity including the troubleshooting of routing protocols.
    • Troubleshooting for pointtopoint leased line circuit customers.
    • Resolution of service affecting problems on proactive or reactive basis for Data as well as Leased circuits.
    • Finding and analysis of root cause for fault and furnishing the same to customers.
    • If necessary to generate daily backend tracker & CCI CMI MTTR reports on monthly basis

    Size and Scope of Role - No. of direct reports

    • NA. Individual Role player

    Size and Scope of Role - Total team size

    • Individual Role

    Minimum qualification & experience

    • Graduate with 24 years of experience.
    • Qualification preferably BE. ENTC

    Other knowledge/skills

    • Demonstration of problemsolving skills
    • Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
    • Maintain awareness of latest technologies in the domain

    Key Responsibilities

    • Taking ownership of customer issues reported, solving their problems through by providing resolution.
    • Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
    • 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

    • Required hands on knowledge of SDH/DWDM/OTN technology, having knowledge for equipment operation and maintenance in ECI , Tejas and Alcatel NMS.
    • Knowledge of Ethernet over SDH, MPLS over ethernet and packet layer troubleshooting and maintenance in ECI and Tejas platform.
    • Knowledge of DCN ip network planning and troubleshooting.

    Knowledge / Skills
    Communication Skills
    Taking ownership & Initiatives

    Job Segment: Operations Manager, Technical Support, Network, Operations, Customer Service, Technology

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