Description
Roles and Responsibilities
- Provide support to internal / external customers while adhering to the set SLA parameters.
- Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
- Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns
- Collaborate / coordinate with backend teams in identifying / resolving customerissues.
- Capture and document all queries / concerns via the ticketing tool / email/ calls.
- Responding to customers via various communication channels and to provide timely revert / updates /
notifications.
- Share periodic updates and feedbacks on regular basis.
- Maintain regular tracker(s) and publish reports to allstakeholders.
- Ensure 100% adherence to teams and organizational processes.
- Time Management
- Ticket management
- Customer response and engagement
- Cross-functional communication and coordination
- Compliance and SOPs
Desired Candidate Profile
- Graduate or Post graduate (B.E/B.Tech)
- 1-4 years of experience, preferably in Telecom Domain
Perks and Benefits
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