Customer Service Executive - Technical Support Center

Job Description

The role is responsible for managing customer issues and operations. This is a 24*7 rotational shift operational role.

Responsibilities

Researching, diagnosing, troubleshooting, identifying solutions to resolve customer reported issues.

Intra-team/provider/vendor co-ordination for the resolution of the customer issues

Taking ownership and driving the long pending issue for the resolution
Following standard procedures for proper escalation of unresolved issues to the appropriate teams
Ensure SLA are achieved & work proactively to maintain the same.

Desired Skill sets
Knowledge on the transmission technologies like SDH, MPLS-TP, DWDM, OTN, SRVPN, PBB and IP network.

Hands on transmission devices like Tejas, Ciena6500 and MPLS-TP, ADVA, CISCO NCS/ASR and CISCO/Juniper/Alcatel/Nokia Routers/Switch.
Demonstration of problem-solving skills
Experience of providing customer service support in fast paced, high availability, and working on 24X7 environments.
Maintain awareness of latest technologies in the transmission and IP domain