Sr. Customer Service Executive - Network Operations & Support

Description :
Mandatory

Skills:

- Good written English and communications skills
- Ability to manage field partners for successful field maintenance execution and validation.
- Ready to work in Australian business hours (1.30 IST - 10:30 IST)
-2 to 4 Years of total experience in Telecommunications network understanding.
- Should have fault management experience with transmission equipment's.
- Understanding of alarms and ability to identify service impact.
Technical skills (Optional)
- Should have fair understand of Broadband network and ability to identify faulty segment (Access, Backhaul, Core etc.)
- Tool experience:
Remedy, Netcool, Service Now, Mosaic, Comptel, PWB, Xpetrak, NxT, Tableau
- Ability to analyze network performance insights, triggers and identify issues that need maintenance work
Routine Maintenance:
- Network at Risk, Field Tickets, Change Request creation
- Field work order creation and liaising with contractors
- Technical support tech for on-site works
- Perform pre & post modem checks
- Dropbox/email monitoring
- Review and validate completed works
- Validate works, payment claims validation
Proactive Maintenance:
- Monitor triggers (Service Escalation, Node Health, Critical/Major Severity, Daily Flipping list)
- Create/close emergency change request
- Perform pre & post modem checks, status checks and confirm resolution
- Perform modem swap back-end activities
- Validate works, Payment claims validation.