Associate-customer Service Assurance
4 weeks ago
Department
- Customer Service Assurance
- Job posted on
- Aug 08, 2023
- Employment type
- Regular
**Group Company**: GCX India Services Ltd.
**Designation**: Associate-Customer Service Assurance (RI01_GLONETOPE&ENG_GLONETOPE_CUSSERASS_ASSCUSSERASS)
**Office Location**: Navi Mumbai (Office)
**Position description**:
**Primary Responsibilities**:
- Act and perform as frontline ambassador for Organization in supporting services of Reliance Globalcom.
- Record the first level observations of the fault conditions and coordinate with right groups for trouble resolution.
- Provide regular update to customer on trouble issues, schedule maintenance or any network events.
- Support, manage and monitor services from Network Operational Centre, ensuring correct escalations are made as per Customer Service Level Agreements.
- Communications between the NOC and customers, including the production of Incident and 'Reason For Outage' (RFO) reports.
- Co-ordination and planning of Customer Affecting Planned Work activities.
- Close liaison and communication with the NOC Shift Leader and Shift Engineers.
- Production and distribution of management reports.
- Manage Security and Environmental alarm systems including arranging site access and downloading PIN codes.
- Act and perform all system and server updates as per schedule.
- Maintain Customer information records for all customers.
**Reporting Team**
- **Reporting Designation**: Manager-Customer Service Assurance (RI01_GLONETOPE&ENG_GLONETOPE_CUSSERASS_MANCUSSERASS)
- **Reporting Department**: Customer Service Assurance (RI01_GLONETOPE&ENG_GLONETOPE_CUSSERASS)
**Educational qualifications preferred**
- **Category**: Bachelor's Degree
- **Field specialization**: Electronics and communication engineering
- **Degree**: Bachelor of Engineering - BE
**Required Competencies**:
- Excellent communication skills.
- Experience in engaging with customers to understand their concerns, obtaining right information facilitating faster troubleshooting and providing value updates to customers in clear dialect.
- Should perform first level troubleshooting on fault cases. Should have good knowledge of telecommunications and IP networking.
- Excellent customer care attitude.
- Ability to work independently with mínimal supervision
- Use of a trouble ticketing system.
- High energy level and adaptability to organizational changes. Eager to learn and keep up-to-date with newer technologies.
- Use of PC and Microsoft Office packages
**Required Knowledge**:
**Desirables**:
Working in global environment and time zones.
Can handle multitasking and crisis situation effectively.
**OSS**:
- Micromuse Netcool Management platform.
- SMART
- EMS systems
**IP**:
- Layer 2 and Layer 3 services, related devices and protocols.
- VPN, IPSEC.
- Internet services, address resolution.
- Juniper M20/M160s
- CISCO IOS & JUNOS
**Transmission**:
- Layer-1 transmission services and alarm conditions.
- International transmission standards, interface types.
- SDH, DWDM technologies.
- ADM
- Submarine cable systems
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