Customer Success and Support

My Fleet Manager (MFM) Service Desk Analyst - Shift timings - 3 AM to 12 noon

As a key member of the Customer Success team, you will be responsible for providing high-quality customer support and fostering long-term relationships with telecommunications clients. This role requires exceptional communication skills, technical proficiency, and a strong understanding of mobility and SaaS-based solutions.

You will serve as a trusted advisor and first point of contact for clients, providing Level 1 and Level 2 support for incidents and requests related to core telecom products, applications, and connected services. Working closely with internal teams, you will help ensure that customers receive efficient, timely, and professional support across all touchpoints.

Key Responsibilities

• Coordinate and deliver onboarding, implementation, migration, and training activities to ensure a seamless transition and successful adoption for enterprise telecommunications customers.
• Provide Level 1 and Level 2 technical support for telecom and mobility services, SaaS platforms, and related applications.
• Manage incidents and service requests through Incident Management Systems, following ITIL-based processes.
• Build and maintain strong client relationships through clear communication, responsiveness, and proactive support.
• Support the customer onboarding and success journey, assisting with setup, troubleshooting, and usage optimization.
• Diagnose and resolve issues related to mobile connectivity, SIM provisioning, network services, and device configurations.
• Accurately document all customer interactions, troubleshooting steps, and resolutions in line with company standards.
• Identify recurring issues and collaborate with internal teams to improve service quality and customer experience.
• Create and maintain user guides, FAQs, and knowledge base documentation to support ongoing client success

Skills, Knowledge and Experience

• Proven experience in a Customer Success, Service Desk, or Support role within the telecommunications or IT industry.
• Strong understanding of mobility services, telecom provisioning, and SaaS platforms.
• Practical experience using Incident Management and CRM systems