Customer Service Executive - Network Operations & Support

Position Summary Key Objectives Purpose of the Job

Technical Support Engineer

• 1 Customer Front Line for Trouble Reporting
• 2 Trouble Ticket Assignment to different technical teams
• 3 Escalation Management
• 4 MPLS Basic Troubleshooting and Fault isolation

• 1 To be the First Point of contact for customers from technical Perspective amp identification of the technical problem
• 2 Maintaining Optimum productivity as per set Standards
• 3 Maintaining optimum Quality as per set Standards
• 4 Handling all TSC Emails and ensuring that the targets are adhered
• 5 Handling escalation and customer queries

• 1 Task wise Performance assessment Qualitative 25 Quantitative 25
• 2 Test Scores
• 3 Less than 3 individual qualified escalations received from ops teams and initiatives taken appreciation from Internal team and customer
• 4 CSAT Transaction Feedback Dipstick Survey
• 5 Team Performance
• 6 Absenteeism

• 1 Graduation in Electronics and Telecom Computer Engg
• 2 Ability to use e-mail internet Word and other software s
• 3 Fluent in English and a second foreign language is an asset
• 4 Exposure to ISP Operations preferred
• 5 Any other certification is preferred
• 6 MPLS IP Routing and protocol

1-3 years of experience in below areas

• 1 Experience in customer Front Line for Trouble Reporting
• 2 Experience in MPLS Basic Troubleshooting and Fault isolation
• 3 Experience in Handling Escalations and working in Shifts

• 1 Excellent listening skills and very good communication skills
• 2 Good Analytical Skills
• 3 Very good aptitude for problem solving

• 1 Good customer handling capabilities
• 2 Able to work under pressure and shifts

• 1 Good interpersonal skills