Customer Service Operations

2 weeks ago

Pune, India Athena Consultancy Services Full time

**JD**

Key Objective / Purpose of the Job:
Major Activities
- Voice complaint troubleshooting & resolution with help of various telecom tools
- Network Monitoring and analysis
- Proactive network alarm analysis and reporting.
- Co-ordination with various internal stake holders and as well external international customers for problem resolution
- Escalation/incident handling and management from service assurance perspective till the closure of incident
- Initiate and participate in various CSAT activities.

**II) Person Specification**:
b) Requisite Skills:

- Technical
- Knowledge of TDM /Voip technologies
- Switching, Transmission, IP knowledge
- Hands on switch experience preferably Sonus
- Protocol : SS7, SIP.VOIP
- Evaluating route performance of carriers by testing the route using the standard parameter like PDD, ASR, ACD, FAS, DTMF, etc.
- Analysing the RTP parameter like MOS scores, R-Factor, packet loss, etc. for audio related issues
- Figuring out call failure issues related to the codec
- Complaint Management, 24*7 NOC operations
- Behavioural

Responsible to Manage the shift for International Voice NOC. Good analytical skills and required excellent communications skills.
- Experience
- 4- 8 years of experience

Educational Qualifications:

- B.E. ( E&TC /IT)
- Role:_Telecom - Other
- Salary:_ 5,00,000 - 10,00,000 P.A.
- Industry:_Telecom / ISP
- Department:_Engineering - Hardware & Networks
- Role Category:_Telecom
- Employment Type:_Full Time, Permanent
- Key Skills
- switchingviopVoip Network EngineerSIP
- Voice Service AssurancePDDCDR ANALYSISNetworkingVoipRoutingVOICE TROUBLESHOOTINGnoc operations
- Skills highlighted with ‘‘ are preferred keyskills

Education
- UG:_B.Tech/B.E. in Any Specialization

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