The ideal candidate must possess robust communication skills, with an ability to
listen and comprehend information and share it with all the key stakeholders,
highlighting prospects for improvement and concerns, if any. He/she must be
able to work collaboratively with teams to execute tasks within defined
timeframes while maintaining high-quality standards and superior service levels.
The ability to take proactive actions and willingness to take up responsibility
beyond the assigned work area is a plus.

Analyst Role and responsibilities:
Interaction with Techs in field to provide them real time support
Checking status of services on account in diagnostic tools
Ensure to take appropriate steps to resolve customer's problems
Troubleshooting of technical issues related to customer’s services Tier 1.5
support
Communicate effectively and close looping with client in case of observations
Updating status in internal as well as client tools
Meet process expectations with high quality standards and adherence to SLAs




Candidate shall adhere to the information security requirements
Keep a track of all technicians with regards to the jobs assigned to them
Call up customers in case of any delays or to confirm appointments
Answer inbound calls from technicians and/or customers
Provision equipment’s on customers’ accounts once the technician has
installed them
Audit work orders for accuracy and make corrections if required
Check for signal levels on all equipment and certify jobs as completed
Call up technicians to verify their status if they are taking longer on the
job
Call up customers one hour prior to their appointment window end time to
confirm the technician visit time
Call up customers to verify if they are home or not and take another
appointment in case of customers being away
Add equipment to account in case there is any work order error or if the
customer decided to switch some equipment
Coordinate with technicians and re-as

📌 Analyst Navi Mumbai (India)
🏢 eClerx
📍 India