Key Responsibilities

- Serve as the primary customer contact for US and international clients via phone, chat, email, and portals.
- Handle highpriority incidents and customer escalations, ensuring timely response and resolution.
- Provide whiteglove support to strategic and enterprise customers in coordination with NOC and Network Operations teams.
- Lead major incident management, including customer communication, stakeholder updates, and service restoration coordination.
- Work closely with internal teams (Network, Field Engineering, Customer Support, Billing) to resolve serviceimpacting issues.
- Create clear and accurate case notes, summaries, and customer updates in CRM and ticketing systems.
- Prepare postincident reports and RCAs track corrective and preventive actions.
- Monitor escalation trends, SLA performance, and service quality to support continuous improvement.
- Follow established response playbooks, escalation protocols, and service assurance processes

Qualifications & Experience

- Bachelors degree in IT,, Telecommunications,



or a related discipline (preferred).
- 26 years of experience in contact center / BPO / service desk operations, supporting global (US/international) customers.
- Prior experience in ISP, telecom, or data centre support environments is strongly preferred.
- Solid spoken and written English ability to communicate clearly with global stakeholders.
- Demonstrated ability to manage customer escalations and highpressure situations professionally.
- Comfortable working in 247 rotational and night shifts aligned to US time zones.
- Handson experience with ticketing systems, case management, ACD platforms, and CRM tools
- Understanding of incident management and SLAdriven support models.

Preferred Skills

- Exposure to network monitoring tools, outage dashboards, and service assurance metrics.
- Experience supporting enterprise or businesscritical services.
- ITIL or service management certification is a plus.

📌 Senior Analyst (Mumbai)
🏢 eClerx Investments
📍 Mumbai