Customer Service Representative
Accenture
2 - 4 years
Bengaluru
Posted: 9/9/2024
Job Description
Project Role : Customer Service Representative
Project Role Description : Provide functional, technical or administrative support to resolve customer problems and queries.
Must have skills : Enterprise Network Operations
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As a Customer Service Representative, you will provide functional, technical, or administrative support to resolve customer problems and queries. You will play a crucial role in ensuring customer satisfaction and maintaining positive relationships with clients. Your typical day will involve addressing customer concerns, providing solutions to their problems, and offering assistance in a professional and courteous manner. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work-related problems. - Assist customers in resolving their issues and answering their queries. - Provide technical support and guidance to customers. - Maintain accurate records of customer interactions and transactions. - Identify and escalate priority issues to the appropriate channels. - Collaborate with cross-functional teams to resolve complex customer problems. - Stay updated with product knowledge and industry trends. - Assist in the development and improvement of customer service processes and procedures. Professional & Technical Skills: - Must To Have Skills: Proficiency in Enterprise Network Operations. - Good To Have Skills: Experience with network troubleshooting and configuration. - Strong understanding of network protocols and technologies. - Knowledge of network security principles and best practices. - Familiarity with network monitoring and management tools. - Excellent problem-solving and analytical skills. Additional Information: - The candidate should have a minimum of 2 years of experience in Enterprise Network Operations. - This position is based at our Bengaluru office. - A 15 years full-time education is required. Summary: As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve troubleshooting and resolving issues related to Enterprise Network Operations and implementing technology at the operating system-level across all server and network areas. Roles & Responsibilities: Work as Subject Matter Expert of Network Operations, planning, troubleshooting activities. Develop equipment specifications, configurations and design documentation. Assist with network operations support (L1/L2/L3) Work with minimal direction from supervisor/project manager Must Have Skills/Qualifications: Educational Qualifications: BE, BTech, MCA, Graduation Technology Certifications: Cisco, Nexus, Arista, Juniper switching SD-WAN Meraki/Viptela experience One of the Cloud Platform(Azure/AWS/GCP) Exposure to configure and discuss Routing and Switching technologies, MPLS, Must have good working knowledge of Network Design and Documentation Tools like MS Visio and Productivity Tools like MS Excel, Word and PowerPoint. Good experience with ITIL Process and usage Need to be flexible working on 24x7 operational support Very Good business communication and articulation skills (written and verbal). Good to Have: Knowledge about Security Architecture especially firewalls Knowledge of IPv6 Job Summary: The Level 2 Enterprise Network Operations Center (NOC) Engineer plays a critical role in the continuous monitoring, management, and maintenance of the company's enterprise network infrastructure. This position involves handling more complex network issues, providing advanced technical support, and ensuring high network performance and reliability. The Level 2 NOC Engineer collaborates closely with Level 1.5 & 2 support, network engineers, and other IT teams to maintain optimal network operations. Key Responsibilities: Continuously monitor network performance and health using advanced network management tools. Analyze network alerts and incidents, identifying potential issues before they impact operations. Troubleshoot and resolve escalated network issues, including hardware, software, and connectivity problems. Provide advanced technical support for complex network incidents, ensuring timely resolution. Perform scheduled maintenance activities, including firmware upgrades, patching, and configuration changes. Maintaining network infrastructure consisting of network devices such as Cisco routers/switches, Cisco Wireless, Extreme Wireless, F5 Load Balancers, Cisco ACI, VMware AVI, CradlePoint Routers, Packet capturing tools, Cisco ISE, Infoblox, Cisco SD-WAN, NetGate, Microsemi Time Server. Analyze network performance data to identify and implement optimization opportunities. Maintain detailed records of network incidents, changes, and maintenance activities. Generate comprehensive reports on network performance, incidents, and resolutions for management. Work closely with Level 1.5 support to provide guidance and assistance in resolving network issues. Escalate unresolved or critical issues to Level 3 support or network engineers as necessary. Provide training and mentorship to Level 1.5 NOC staff to enhance their technical skills and knowledge. Share best practices and promote a culture of continuous improvement within the NOC team. Stay current with emerging network technologies and industry trends. Participate in professional development activities to enhance technical expertise. Identify automation scope within project deliverables. Must Have Skills/Qualifications: Educational Qualifications: BE, BTech. Technology Certifications: CCNA/CCNP (must have), CCDP (good to have), CCIE (good to have) Proven experience in a network operations center or a similar network support role. Strong knowledge of network protocols, hardware, and software. Proficiency with network monitoring and management tools (e.g., SNOW, Infoblox, Netbrain, PRTG). Strong understanding of networking concepts, including routing, switching, Wireless LANs, VPNs, and firewalls. Experience with network troubleshooting and incident management. Strong analytical and problem-solving skills. Excellent communication and teamwork abilities. Good understanding of the emerging network technology trends.
Project Role Description : Provide functional, technical or administrative support to resolve customer problems and queries.
Must have skills : Enterprise Network Operations
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As a Customer Service Representative, you will provide functional, technical, or administrative support to resolve customer problems and queries. You will play a crucial role in ensuring customer satisfaction and maintaining positive relationships with clients. Your typical day will involve addressing customer concerns, providing solutions to their problems, and offering assistance in a professional and courteous manner. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work-related problems. - Assist customers in resolving their issues and answering their queries. - Provide technical support and guidance to customers. - Maintain accurate records of customer interactions and transactions. - Identify and escalate priority issues to the appropriate channels. - Collaborate with cross-functional teams to resolve complex customer problems. - Stay updated with product knowledge and industry trends. - Assist in the development and improvement of customer service processes and procedures. Professional & Technical Skills: - Must To Have Skills: Proficiency in Enterprise Network Operations. - Good To Have Skills: Experience with network troubleshooting and configuration. - Strong understanding of network protocols and technologies. - Knowledge of network security principles and best practices. - Familiarity with network monitoring and management tools. - Excellent problem-solving and analytical skills. Additional Information: - The candidate should have a minimum of 2 years of experience in Enterprise Network Operations. - This position is based at our Bengaluru office. - A 15 years full-time education is required. Summary: As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve troubleshooting and resolving issues related to Enterprise Network Operations and implementing technology at the operating system-level across all server and network areas. Roles & Responsibilities: Work as Subject Matter Expert of Network Operations, planning, troubleshooting activities. Develop equipment specifications, configurations and design documentation. Assist with network operations support (L1/L2/L3) Work with minimal direction from supervisor/project manager Must Have Skills/Qualifications: Educational Qualifications: BE, BTech, MCA, Graduation Technology Certifications: Cisco, Nexus, Arista, Juniper switching SD-WAN Meraki/Viptela experience One of the Cloud Platform(Azure/AWS/GCP) Exposure to configure and discuss Routing and Switching technologies, MPLS, Must have good working knowledge of Network Design and Documentation Tools like MS Visio and Productivity Tools like MS Excel, Word and PowerPoint. Good experience with ITIL Process and usage Need to be flexible working on 24x7 operational support Very Good business communication and articulation skills (written and verbal). Good to Have: Knowledge about Security Architecture especially firewalls Knowledge of IPv6 Job Summary: The Level 2 Enterprise Network Operations Center (NOC) Engineer plays a critical role in the continuous monitoring, management, and maintenance of the company's enterprise network infrastructure. This position involves handling more complex network issues, providing advanced technical support, and ensuring high network performance and reliability. The Level 2 NOC Engineer collaborates closely with Level 1.5 & 2 support, network engineers, and other IT teams to maintain optimal network operations. Key Responsibilities: Continuously monitor network performance and health using advanced network management tools. Analyze network alerts and incidents, identifying potential issues before they impact operations. Troubleshoot and resolve escalated network issues, including hardware, software, and connectivity problems. Provide advanced technical support for complex network incidents, ensuring timely resolution. Perform scheduled maintenance activities, including firmware upgrades, patching, and configuration changes. Maintaining network infrastructure consisting of network devices such as Cisco routers/switches, Cisco Wireless, Extreme Wireless, F5 Load Balancers, Cisco ACI, VMware AVI, CradlePoint Routers, Packet capturing tools, Cisco ISE, Infoblox, Cisco SD-WAN, NetGate, Microsemi Time Server. Analyze network performance data to identify and implement optimization opportunities. Maintain detailed records of network incidents, changes, and maintenance activities. Generate comprehensive reports on network performance, incidents, and resolutions for management. Work closely with Level 1.5 support to provide guidance and assistance in resolving network issues. Escalate unresolved or critical issues to Level 3 support or network engineers as necessary. Provide training and mentorship to Level 1.5 NOC staff to enhance their technical skills and knowledge. Share best practices and promote a culture of continuous improvement within the NOC team. Stay current with emerging network technologies and industry trends. Participate in professional development activities to enhance technical expertise. Identify automation scope within project deliverables. Must Have Skills/Qualifications: Educational Qualifications: BE, BTech. Technology Certifications: CCNA/CCNP (must have), CCDP (good to have), CCIE (good to have) Proven experience in a network operations center or a similar network support role. Strong knowledge of network protocols, hardware, and software. Proficiency with network monitoring and management tools (e.g., SNOW, Infoblox, Netbrain, PRTG). Strong understanding of networking concepts, including routing, switching, Wireless LANs, VPNs, and firewalls. Experience with network troubleshooting and incident management. Strong analytical and problem-solving skills. Excellent communication and teamwork abilities. Good understanding of the emerging network technology trends.
About Company
Accenture is a global professional services company that provides a broad range of services in strategy, consulting, digital, technology, and operations. Headquartered in Dublin, Ireland, Accenture operates in more than 120 countries and serves clients in various industries, including finance, healthcare, technology, and consumer goods. The company focuses on delivering innovative solutions and digital transformation services to help businesses improve efficiency, enhance performance, and drive growth. Accenture is known for its extensive use of technology and data analytics to solve complex business challenges and maintain a competitive edge in a rapidly changing market.
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