Customer Service Specialist

6 days ago

Pune, Maharashtra, India beBeeSupport Full time

Looking for a dynamic and skilled Support Professional to drive exceptional customer service. This pivotal role involves delivering expert support, analyzing data-driven solutions, and leveraging deep knowledge of products and customer networks to handle operational and technical issues.

Key Responsibilities
  • Resolve Customer Service Requests: Own and manage requests from initial contact through to issue resolution, ensuring end-to-end accountability.
  • Compliance & Best Practices: Remain compliant with delivery norms and strategies, always following the most recent agreed ways of working.
  • Product Security: Investigate, analyze, report on, and propose solutions for product security-related matters as per contractual obligations.
  • Customer Relationships: Build and maintain strong relationships through direct communications and active participation in OMNI chats.
  • Emergency Response: Contribute effectively to emergency situations, facilitating quick restoration of customer networks and minimizing downtime.
  • Software Implementation: Plan and ensure contracted software implementation in customer networks for optimal performance.
  • Sales Enablement: Assist account teams to expand business with their customers.
  • Knowledge Management: Utilize and regularly update content from the Structured Knowledge Management Process, and actively suggest content improvements to enhance team efficiency.
  • Broad Skills: Possess experience with multiple systems, including Ericsson Charging System, Catalog Manager, Order Care, or broader BSS experience.
The Skills You Bring: Required Qualifications
  • Technical Expertise:
  • Containerization (e.g., Docker, Kubernetes).
  • Ericsson Charging Experience (or equivalent telecom charging systems).
  • DevOps methodologies and tools.
  • Red Hat OpenStack experience (or other cloud infrastructure platforms).
  • Strong understanding of Cloud technology.
  • Experience with Cassandra and Hadoop (or other NoSQL/big data technologies).
  • Proficiency in Python and/or Java.
  • Understanding of Diameter Gx/Gy and CAMEL protocols.
  • Other Skills:
  • Data Analysis.
  • Negotiation skills.
  • Strong focus on Customer Success.
  • Familiarity with Machine Learning concepts (as applied to support/operations).
  • Proven ability in Customer Relationship Building.
  • Expertise in CSR Handling Process.
  • Strong Knowledge transfer and re-use capabilities.
  • Excellent Knowledge Sharing and Collaboration Skills.

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