Customer Service Executive - Provisioning & Configuration

About The Company

Mandatory Skills

• Good written English and communications skills
• Ability to manage field partners for successful field maintenance execution and validation.
• Ready to work in Australian business hours (1.30 IST - 10:30 IST)
• 2 to 4 Years of total experience in Telecommunications network understanding.
• Should have fault management experience with transmission equipment's.
• Understanding of alarms and ability to identify service impact.
  

• Should have fair understand of Broadband network and ability to identify faulty segment (Access, Backhaul, Core etc.)
• Tool experience: Remedy, Netcool, Service Now, Mosaic, Comptel, PWB, Xpetrak, NxT, Tableau
• Ability to analyze network performance insights, triggers and identify issues that need maintenance work
  

Routine Maintenance

• Network at Risk, Field Tickets, Change Request creation
• Field work order creation and liaising with contractors
• Technical support tech for on-site works - Perform pre & post modem checks
• Dropbox/email monitoring
• Review and validate completed works
• Validate works, payment claims validation.
  

Proactive Maintenance

• Monitor triggers (Service Escalation, Node Health, Critical/Major Severity, Daily Flipping list)
• Create/close emergency change request
• Perform pre & post modem checks, status checks and confirm resolution
• Perform modem swap back-end activities
• Validate works, Payment claims validation.