Job Purpose:
Function exists to provide excellent customer service and remote technical support and resolution based on tickets raised to the satisfaction of the internal/external customer within the shortest time possible. The role provides 24*7 supports to customers.
Responsibilities for the Customer Service Jobs:
24/7 Customer Service Surveillance
Monitor customer services in 24/7 hours environment
Alert customers and NOC Team of any noted fault affecting customer services
Receive faults logged in from the customers and acknowledge the same
Evaluate the faults and escalate to relevant team – NOC, Senior Colleagues, Team Leader and/or NOC Team
Provide troubleshooting and technical support to internal/external clients via phone, web based tools and email
Diagnose/troubleshoot faults and perform mitigation and curative operations
Handling of Trouble Tickets
Receive trouble tickets from customer care executives
Send acknowledgement to customer notifying customer of their case being attended
Inform the customer of resolution and/or recommended resolution action
Follow up with customer if customer is satisfied with the resolution.
Provide the customer with the reason for outage/fault
Have the trouble ticket updated with details regarding the fault and case closed.
Maintain a healthy communication with the customer during all stages.
Preparation of Detailed RFOs
Evaluate the fault reported
Investigate the cause of the fault
Provide the customer with the cause of outage/fault
Provide the customer with the Expected Time of Arrival of Engineer and/ or Resolution
Provide the customer with mitigation plans to avoid fault re-occurrence.
Make follow up to ensure the RFO is well understood and accepted by the customers affected by a fault.
Attending Service Review Meetings to Clients
Provider service improvement measures for customer services
Provide availability statistics to customers on their current services
Providing technical recommendations for service improvement to client services
Reporting
Daily/Weekly/Monthly reports and client requested reports
Daily top customers performance reports
Daily outage reports to all cases raised
Daily handover reports.
Performance Measures:
Cases assigned resolved within 4hours after assignment
Cases for escalation escalated accordingly within 2hours after working on the case
Solutions Designed must be sustainable
All trouble Tickets updated with accurate details within 24hours before closing of the Trouble Ticket
All reports (Daily, Weekly, Monthly and Customer) generated within the required time
Training unit departmentsï‚·peers, juniors and commercial on relevant technical concepts Customer Services Surveillance in 24×7 environments and alerts/notifications send out.
RCA and RFO prepared and shared accordingly within 72hours after permanent fault resolution
Solving customer problems using substantial analysis and investigation related to network and system performance.
Required Educational Qualifications:
University Degree in Information Technology
At least 6months of Experience in a Technical environment
Or 12months in ISP/Telecommunication Environment
Alcatel/CISCO/Alvarion/SDH certifications are an added advantage
Required Skills:
Understanding of Ethernet, TCP/IP routing, VLAN, SDH, Microwave, LAN and WAN Networking.
Knowledge of resolution to Layer 1-3 problems.
Ability to troubleshoot network related problems such as link outages, latency, jitter, packet loss/drops and loss of connection.
Basic knowledge of L2 protocols – Spanning Tree, VLAN, VTP and L3 protocols skills are essential MPLS VPN – L2 VPNs & VRFs.
Required Personality :
Proven ability to function in a self-directed environment.
Strong problem solving ability
Positive, proactive, and ready to embraces change.
Ability to handle clients professionally during all interfaces.
Strong written and verbal communication skills.
Ability to work independently, evaluate customer requirements and recommend solutions.
Team Player
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