Key Responsibilities
* Serve as the primary customer contact for US and international clients via
phone, chat, email, and portals.
* Handle high‑priority incidents and customer escalations, ensuring timely
response and resolution.
* Provide white‑glove 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 service‑impacting issues.
* Create explicit and accurate case notes, summaries, and customer updates in CRM
and ticketing systems.
* Prepare post‑incident 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
* Bachelor’s degree in IT,, Telecommunications,
or a related discipline
(preferred).
* 2–6 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.
* Strong spoken and written English; ability to communicate clearly with global
stakeholders.
* Demonstrated ability to manage customer escalations and high‑pressure
situations professionally.
* Comfortable working in 24×7 rotational and night shifts aligned to US time
zones.
* Hands‑on experience with ticketing systems, case management, ACD platforms,
and CRM tools
* Understanding of incident management and SLA‑driven support models.
Preferred Skills
* Exposure to network monitoring tools, outage dashboards, and service
assurance metrics.
* Experience supporting enterprise or business‑critical services.
* ITIL or service management certification is a plus.
eCle
📌 Senior Analyst (Mumbai)
🏢 eClerx
📍 Mumbai