Job DescriptionKey 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 transparent 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 processesQualifications & 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.- Strong 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 (Maharashtra)
🏢 eClerx Investments
📍 Maharashtra