Customer Service Representative

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 3 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. You will also collaborate with team members to identify and implement improvements in customer service processes and procedures. 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. - Maintain a high level of professionalism and customer service standards. - Identify and escalate complex issues to the appropriate department. - Collaborate with team members to improve customer service processes. - Stay updated with product knowledge and industry trends. - Provide feedback to management regarding customer concerns and suggestions. Professional & Technical Skills: - Must To Have Skills: Proficiency in Enterprise Network Operations. - Strong understanding of network infrastructure and operations. - Experience with troubleshooting network issues and resolving connectivity problems. - Knowledge of network protocols and technologies such as TCP/IP, DNS, DHCP, VPN. - Familiarity with network monitoring tools and software. - Excellent problem-solving and analytical skills. Additional Information: - The candidate should have a minimum of 3 years of experience in Enterprise Network Operations. - This position is based at our Bengaluru office. - A 15 years full-time education is required. Roles & Responsibilities:- Lead and manage the delivery of network operations services, ensuring service delivery meets or exceeds customer expectations. - Collaborate with cross-functional teams to ensure smooth operations, including working with project managers, business analysts, and other stakeholders. - Oversee the network operations team, providing guidance, coaching, and mentoring to team members. - Develop and maintain network operations processes and procedures, ensuring they are up-to-date and aligned with industry best practices. - Identify and implement process improvements to increase efficiency and effectiveness of network operations services. Professional & Technical Skills:- Strong understanding of enterprise network operations, including experience with network design, implementation, and troubleshooting. Experience with network security technologies, such as firewalls, intrusion detection/prevention systems, and VPNs. - Experience with network monitoring and management tools, such as SolarWinds, Nagios, and Cisco Prime. - Experience with network protocols and technologies, such as TCP/IP, BGP, OSPF, MPLS, and VPNs. - Experience with network hardware, such as routers, switches, and load balancers. - Strong understanding of ITIL processes and procedures, including experience with incident, problem, and change management. Roles & Responsibilities:- Configure, integrate, and manage the lifecycle of telecommunication network elements and associated configurations across Fulfillment and Assurance. - Manage back-office system data records to ensure accurate and up-to-date information. - Support customer activations and configuration adjustments to ensure smooth network operations. - Collaborate with cross-functional teams to troubleshoot and resolve network issues in a timely manner. - Ensure compliance with established policies, procedures, and standards for network operations. Liaising with the customer technical representatives. Provide recommendations to client on deployment of new features Create and Manage requests on ITSM tool Client escalation management, stake holder management Network Security operations managementProfessional & Technical Skills:Excellent knowledge and troubleshooting skills on Cisco Switches, Aruba Wireless Access Points, Aruba Wireless Controllers, Cisco Routers, Firewalls (Fortinet, Checkpoint, Cisco), Riverbed Bandwidth Optimizers, F5 Load Balancers, NetScaler and BlueCoat Maintain design of LAN/WAN including protocols and routing Troubleshooting critical incidents and problem tickets Identify potential failures and recommend solution Capacity management, forecasting and recommendation Excellent Written and Verbal Communication Flexible to work in 24x7 Shifts Should have 6+ years of experience in Network operational support/management roles Should have 2+ years experience in managing small to medium sized teams Should have supported Network deployments Should have experience performing Network transitions / transformationsGood understanding of procedures, application and concepts within own subject area (and understanding them in the context of the business)Additional Information:Good To have CCNA and CCNP Certifications Security Certifications Roles & Responsibilities: - Provide ongoing support to clients, acting as the interface between the client and the system or application. - Utilize exceptional communication skills to accurately define client issues and interpret and design resolutions based on deep product knowledge. - Collaborate with cross-functional teams to ensure the smooth functioning of systems and applications. - Stay updated with the latest advancements in Enterprise Network Operations, integrating innovative approaches for sustained competitive advantage. Professional & Technical Skills: - Must To Have Skills: Expertise in Enterprise Network Operations. - Good To Have Skills: Experience in Cloud Tech Support and Application Support. - Strong understanding of system and application design and architecture. - Experience in troubleshooting and resolving complex technical issues. - Excellent communication and interpersonal skills.