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

The incumbent would be responsible for Handling wholesale /Retails Voice carrier /customer's complaints at Level 2 NOC. Candidate required for INOC with solid knowledge about Voice transit services business support team.

• Voice/transmission complaint troubleshooting & resolution with help of various telecom tools

• Network Monitoring and analysis 24*7 NOC operations

• Proactive network alarm analysis and reporting

• Co-ordination with various internal stake holders for problem resolution.

• Escalation/incident handling and management from service assurance perspective till the closure of incident

• Knowledge on ASR,ACD, NER

Other knowledge/skills

• Knowledge of TDM / VoIP technologies

• Switching, Transmission, IP knowledge

• Hands on switch experience preferably SONUS/ZTE

• Protocol: SS7, SIP

• Incident Management, 24*7 NOC operations
Responsible to manage the shift for INOC. Good analytical skills and required excellent communications skills.

• Experience
• 1- 2 years of experience.
Educational Qualifications:
• B.E./ B.Tech

Key Responsibilities

Technical Competencies

Knowledge / Skills