Customer Service Desk Associate - Technical Support

Job Description

Role: Customer Service Desk Associate - Technical Support Location: Hyderabad - India Department: Operations THE ROLE: The iBASIS Senior Customer Service Desk is in charge of assisting iBASIS customers with technical problems when using iBASIS products and services. Together with iBASIS NOC, the CSD Team is responsible of communications with the customers, understanding their queries and handling their requests according to existing procedures, to achieve a quick resolution. IBASIS CSD also has the mission of managing vendors' performance, opening tickets to them and doing the follow-up until full resolution. The CSD Team contributes to establishing iBASIS reputation as a company that offers excellent customer support during after-sales operations. The successful candidate will be an analytical, independent and self-confident professional with excellent communication and organizational skills. A proactive attitude is a must, as well as eagerness to learn and grow! RESPONSIBILITIES: Respond to customer issues/queries by recording the details of events in the Remedy ticketing system, keeping the customer up to date on problem resolution. Understand technical issues reported by customers, identify the different products of the company, and closely work with the Global NOC team towards solving them. Vendor management includes but not limited to follow-up/escalation/retest/resolution of reported issue. Managing ticket lifecycle from opening to closure within ITSM specific tools Prioritize and allocate trouble tickets depending on customer grades and incident severity, minimize the time to resolve and trouble-shoot customers issues iBASIS.COM. QUALIFICATIONS: • B.E / B.Tech (E.C.E, E.E.E, IT or CSC only) with 2+ years’ experience in Network operations centre/Technical support desk/Service desk. • Excellent communication skills, both verbal and written English; Good to have Spanish, French, Portuguese. • Basic knowledge of telecommunications networks concepts/ISP/Routing protocols.