Operations Support

1 week ago

Mohali, Punjab, India Pearce Services Global Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job title Operations Support - Telecom Admin

Job location- Mohali, Punjab

About US:

Pearce Services is a leading national provider of operations, maintenance, and engineering services for mission-critical telecom and renewable energy infrastructure. We safely service our Wireless, Wireline/Fiber, Network ISP, Wind, Solar, EV Charging, and Energy Storage infrastructure customers around-the-clock.

About the Role:

Our innovative and growing company is looking to fill the role of Operations assistant (Dispatcher). As a Telecom Dispatch, we play a crucial role in coordinating and managing telecom-related requests from multiple customers. Our responsibilities involve handling dispatch operations efficiently while ensuring timely responses and maintaining service quality. Please review the list of Role & responsibilities and qualifications.

Roles & Responsibilities

  • Analyze incoming tickets and create work orders based on the requirements.
  • Assign and schedule field technicians using various tools like Excel, SharePoint, Google Maps, GIS, Live GPS Maps, and the VZW Vendor Portal.
  • Ensure accurate updates of area maps and telecom service plans.
  • Handle multiple customer requests across different portals and platforms.
  • Understand customer requirements both verbally and non-verbally, ensuring clear communication and execution.
  • Utilize GIS tools for routing technicians efficiently through GIS applications.
  • Manage real-time tracking of technicians and dispatch accordingly to maintain optimal coverage.
  • Ensure SLA compliance, prioritize urgent calls for timely resolution, and maintain TAT for high customer satisfaction.
  • Facilitate smooth workflow by bridging customers, technicians, and management, providing real-time updates, and using effective communication to address concerns

Skills and Capabilities -

  • Ability to analyze tickets, prioritize requests, and create accurate work orders.
  • Strong problem-solving skills to handle urgent requests while maintaining SLA and TAT
  • Excellent verbal and non-verbal communication to understand and fulfill customer requests.
  • Experience handling multiple customers and addressing their requirements professionally.
  • Multitasking and time management skills to handle high-priority requests efficiently.
  • Efficiently assign technicians based on availability, location, and skill set.
  • Proficiency in Excel, Word, and Outlook for scheduling, reporting, and communication.
  • Knowledge of managing customer interactions across multiple platforms (e.g., phone, email, chat) and familiarity with related software.

Requirements -

  1. Graduate in non-engineering stream.

  2. Experience: Minimum 1 years in dispatching, customer service, logistics, or coordination.

  3. Able to work in Different shifts, Day , Night and Swing Depending on the Business need and Week off will not be on Saturday and Sunday.

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