Customer Service Executive

3 weeks ago

Pune, Maharashtra, India timesjobs Full time
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Customer Service Executive - Customer Service Operations (Customer Service Operations) - B2101_1
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Date: 4 Apr 2024

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Location: Pune, India

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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
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Communication Skills
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Taking ownership & Initiatives

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

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