1. Manage all service escalations to L1 desk raised by the customer or internally by stakeholders.
2. Handle the tickets proactively for large accounts.
3. Engage with customer side SPOCs and internal teams to resolve the tickets.
4. Monitor and intervene in all service requests / complaints which breach MTTR (Mean Time To Resolve).
5. Ensure coordination and timely follow up with core functional teams for quick issue resolution.
6. Comply with team roster and occupancy on day to day basis.
7. Ensure quality service to customer through accurate and timely resolution.
8. Design a feedback mechanism and framework by monitoring and analyzing past data.
9.
Ensure process improvements by facilitating month on month MTTR efficiencies.
Education Requirement B.Tech / Diploma in Networking/ Electronics / BSC with CCNA certification preferred.
Experience Requirement 2 - 5 years
Skills & Competencies
1. Knowledge of telecom and technical products.
2. Analytical skills.
3. Communication skills.
4. Stakeholder management skills.
5. Customer service orientation.
Please update your profile and upload your resume to apply.