Skill required: Network Customer Operations – Customer Service Managemen

What would you do?

• The network, whether physical or virtual, relies on a large staff to keep it running 24×7 — and it is that staff which consumes the bulk of operational budgets.
• Network elements are constantly changing, as are the ways each is deployed.
• Virtual network functions still require hardware, while routers and base stations require complex software. All of this must be maintained, updated and configured.
• An operator’s construction, maintenance, activation and trouble management functions typically include both inside and outside staff which is taken care by Work Force Management Team scheduling Technician Dispatches Good Customer Support Experience preferred with good networking knowledge An approach to manage organizations interaction with current and potential customers.
• It uses data analysis about customers history with the organization to improve business relationships with customers, specifically focusing on customer retention, enhancing customer satisfaction and ultimately driving sales growth.

What are we looking for?

• Problem-solving skills
• Ability to establish strong client relationship
• Written and verbal communication
• Strong analytical skills Excellent English speaking and writing skills is a must (with trainable on Technical Process)
• Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc
• Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks?? Excellent documentation and data entry skills.
• Previous experience in updating tools and data bases is an advantage
• Customer Problem solving or troubleshooting experience is an advantage
• Must have intermediate knowledge of Microsoft Office tools – Word/Excel/Power Point
• Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client

Roles and Responsibilities:

• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts Logs customer/client/Vendor problem/request/issues in ticketing tools and ensures proper documentation
• Manages the database for dispatch of metro based field technicians
• Performs root cause analysis to operational problems and follows defined procedures to resolve correctly and update tools and documents accordingly.
• Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.
• Documents troubleshooting efforts and customer information in data capture tool as and when required, transfers call or promptly notifies responsible party for resolution
• May need to support client report preparation and presentation
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
• Demonstrates understanding of the customer’s needs and maintains high customer satisfaction ratings
• Maintains and update various tools (order entry, incident management, knowledge management and client information systems) and service desk procedures
• Reviewing knowledge database and documents and update them regularly based on learnings and provide coaching to rest of the team?? May perform follow up on incidents with customer to ensure customer satisfaction
• Identify process improvement opportunities? May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction?

Apply Now