Engineer Technical Support Group

Responsible for resolving customer complaints related to network experience across 4G, 5G, IoT, FTTx Home & AirFibre for HSI and VVM services. Analyze complaint trends, identify root causes, and collaborate with cross-functional teams to ensure prompt resolution and minimal impact on customer experience.

Responsibilities

1. Investigate and resolve customer complaints via multiple channels (Call center, Circles, THD, email, social media etc).
2. Analyze complaint trends, identify patterns and escalate to Cross functional teams/states.
3. Able to correlate the alarms/KPI dip with the various customer facing KPIs and take necessary action.
4. Collaborate with NPO/NPE/NOC, QA & Geography teams to resolve issues.
5. Provide L2 Technical support to geography/THD team.
6. Utilize troubleshooting tools and methodologies to identify root causes.
7. Provide timely updates to SRs on complaint resolution status.
8. Document and track complaints in HPSM system.
9. Participate in shift operations (12x7 pattern) as part of TSG team.
10. Maintain MTTR & SLA as per the KPI
11. Implement industry best practices and adhere to governance processes.

Key Delivarables

1. RCA / RCF of Network Complaints (JioFiber, AirFiber (MU & UBR), Mobility (4G & 5G) & IoT
2. Faster and effective resolution of SRs
3. Effective L2 support to geography teams
4. Escalation rate reduction
5. Compliance with governance process.
6. Churn reduction

Required qualification and skills :

• B.Tech./Diploma Electronics & Communication Engg, Computer Science
• 5 to 7 years with telecom service providers
• Strong analytical skills
• Good in troubleshooting