Jr Customer Service Executive - Hybrid Network Services Service Delivery

About The Company

TSC Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of CommunicationsResponsible for all operations & trouble shooting with respect to installation support, network service configuration. This is an operational role which is responsible for delivering results that have direct impact on the achievement of results for projects undertaken as per business requirements.

Responsibilities

Ensure configuration task completion for Enterprise/Wholesale customers with clean deployments within the SLAs.Conduct change management, turnup and migrations requestsStandard testing and troubleshooting of installs/activation post Provisioning.Validate wiring connections & schedule dispatches with field operations.Regularly participates in important projects or activities as a full contributing team member.Ensure all installation functions are performed in a timely fashion to meet agreed SLA s/KPI sPerform escalation management, wherever necessary and in case project is in jeopardy.

Minimum Qualification & Experience

Relevant experience in network infrastructure project management and on field experienceDesired Skill setsUnderstanding of Provisioning process, Telephone, Internet, Data, Service ActivationKnowledge in switch and router configuration

Job Responsibilities

Responsible for delivering orders for Enterprise customers along with supporting service activation over the MSP and Legacy Core MPLS networks and thereby enabling customers to do business.We play a critical role in enabling customers to do business in an increasingly connected world.Deep knowledge of telecoms is required alongside excellent communication, reporting, stakeholder management, critical thinking and influencing skills.Responsible for creating consistent experience for stakeholders and enabling better customer experience by ownership of responding and resolving to the queries into Service Delivery and Supplier Management.Responsible for driving and resolving queries relating to WAN orders progressing and enabling better customer experience into Customer delivery.Task ManagementFallout ManagementStakeholder ManagementQuality ManagementEnsure that all the queries are performed in a timely fashion to meet agreed SLA’s.Identify issues and challenges and provide solutions proactivelyWork closely with key stakeholders , Supplier and Customer to meet the timelines setDiagnoses, troubleshoots and resolves problems, and takes corrective action when necessary.Adhere to clear escalation process and align the customer delivery & right first timeStrong communication and stakeholder management skillsImprove customer experience (NPS)