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Customer Service Executive - Technical Support Center

Tata Communications

Post time
Posted On Mar 28, 2024
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Customer Service Executive - Technical Support Center
Tata Communications
Pune, India
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Job Description

Broad outline of the Role

Good knowledge of routing/Switching/ Protocols.
Handson experience in troubleshooting of IP network and configuration changes.
Basic Knowledge of Versa SDWAN or any other SDWAN OEM.
Position Summary:
  • Responsible for monitoring the daily proactive/reactive incident.
  • Responsible for the fault isolation & Resolution.
  • Timely resolution of daily reported incident.
  • Coordination with filed support/RBS team to address underlay issues of different ISP links.
  • Timely escalation to internal/external teams to ensure early restoration.
  • Working in 24*7 shift environment
  • Sharing daily incident tracker.
  • Ensure efficient and effective technical customer service as per SLAs.
  • Proactive Monitoring of network alarms/ Alerts.
  • Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
  • Co-ordination with NOC team for raising technical case.
  • Supporting for scheduled Activities on network element.
  • Reporting network status to key stake holders.
  • Timely handoff (escalation) of cases.
  • Working on Trouble Tickets, maintaining KPI and SLA of network (Preferred).
  • On time escalations need to be followed, after following proper escalation hierarchy/matrix, for current ongoing network issues.
  • Should have hands on experience in basic Internet, MS Office: MS Excel, Word, Access, Ppt. (In Excel knowledge of : like If, Pivot, Sum, Removing Duplicates etc. )
  • Knowledge in basics of Transmission, Multiplexers, Demultiplexers, Optical fiber, Patch Cords, BB fiber network, RF, BTS, BSC, MSC, HUB, POP location, Access Part, Dark fiber, Fiber pairs, OTDR preferred.
  • Should be able to handle phone calls coming from field operations & customer team, should be able to call to field operations and customer team
  • Should be able to have good co-ordination with Cross functional teams, within organisation (Internally and Externally).
  • Should have good Networking knowledge (Router, Switches, Routing protocols, STP, BGP, OSPF, LAG, Switch links, Aggregator Etc.)

     
    Technical:

  • SDWAN
  • Technology: LAN, MAN, WAN.
  • OSI Layers, IP Addressing, IP-Subnetting, TCP/IP.
  • Routing Protocols: Static, RIP, OSPF, BGP.
  • Switching Concepts: STP, VLAN, VTP, CDP, LLDP.
  • Other concepts/services: MPLS, VRF.
  • Known about DHCP and DNS.
  • NAT (Network Address Translation)
    Functional:
  • Proactive Monitoring of network alarms/ Alerts.
  • Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
  • Interface with field teams for Alarm resolution.
  • Co-ordination with NOC team for raising technical case.
  • Supporting for scheduled Activities on network element.
  • Reporting network status to key stake holders.
  • Timely handoff (escalation) of cases.
  • Ensure the resolution of each incident as per agreed SLA
  • Sharing daily reports of incident and customer requested reports.
    Behavioral:

    o Good Analytical, Diagnostic and Problem-Solving skills, Customer Centricity, Dealing with ambiguity and pressure.
    o Excellent written and verbal communication skills.
    o Should be willing to accept challenges and highly dynamic in nature.
    o Good aptitude to learn new technology.
    o Should be a very good team player

    Minimum qualification & experience

    • Graduate with 0-4 years of experience


    Technical Competencies

    Knowledge / Skills
    Communication Skills

    Job Segment: Technical Support, CRM, Network, Technology, Customer Service

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