Associate

At Innover, we endeavor to see our clients become connected, insight-driven businesses. Our integrated Digital Experiences, Data & Insights and Digital Operations studios help clients embrace digital transformation and drive unique outstanding experiences that apply to the entire customer lifecycle. Our connected studios work in tandem to reimagine the convergence of innovation, technology, people, and business agility to deliver impressive returns on investments. We help organizations capitalize on current trends and game-changing technologies molding them into future-ready enterprises.

Take a look at how each of our studios represents deep pockets of expertise and delivers on the promise of data-driven, connected enterprises.

Key Responsibilities

• Research, investigate, and correct issues on Customer Service Orders and Trouble Ticket Requests.
  
• Program telephone dial tones and modify telephone features and long-distance services on customer lines.
  
• Resolve switch programming and network software issues.
  
• Collaborate with other departments to achieve company service goals.
  
• Ensure timely, accurate resolution and closure of service orders.
  
• Diagnose and troubleshoot technical problems related to software and network systems.
  
• Review and verify actions taken on trouble tickets to ensure proper routing and resolution.
  
• Maintain accurate records of all tasks and dispositions in internal systems.
  
• Demonstrate good judgment, professionalism, and the ability to work under pressure.
  
• Handle stress and criticism while maintaining courteous and professional communication.

Mandatory Skills

• Minimum 1-2 years’ experience in a customer service or technical support role.
  
• Proficient typing, keyboarding, and computer skills.
  
• Strong verbal and written communication skills.
  
• Excellent analytical, problem-solving, and multitasking abilities.
  
• Ability to work independently and manage time effectively.
  
• Willingness to work overtime and weekends during emergencies or business needs.
  
• PC literacy with Windows-based applications.
  
• Experience in troubleshooting hardware, software, and network-related issues.
  
• Ability to understand, follow, and execute process flows.
  
• Familiarity with operating systems, hardware components, and software applications.

Good to Have Skills

• Experience working in telecommunications or network services.
  
• Prior exposure to switch programming and telephony systems.
  
• Knowledge of ticketing systems and customer service order management.
  
• Experience contributing to knowledge base creation and documentation.
  
• Familiarity with escalation procedures and cross-departmental coordination.

Competencies Needed

• 
  Technical Aptitude: Ability to quickly diagnose and resolve technical issues.
  
• Attention to Detail: Ensure accuracy in ticket handling, documentation, and service order resolution.
  
• Communication: Clear and professional communication with internal teams and customers.
  
• Stress Management: Maintain composure and professionalism under pressure.
  
• Problem Solving: Apply logical and creative solutions to complex problems.
  
• Customer Focus: Empathy and dedication to resolving customer issues efficiently.
  
• Time Management: Handle multiple tickets and tasks efficiently within deadlines.
  
• Team Collaboration: Work cooperatively with other departments to meet service objectives.