Operations Executive

Job Description

Job title: : Operations Support - Telecom Admin Job location - Mohali, Punjab About US: Pearce Services is a leading national provider of operations, maintenance, and engineering services for mission-critical telecom and renewable energy infrastructure. We safely service our Wireless, Wireline/Fiber, Network ISP, Wind, Solar, EV Charging, and Energy Storage infrastructure customers around-the-clock. About the Role: Our innovative and growing company is looking to fill the role of Operations assistant (Dispatcher). As a Telecom Dispatch , we play a crucial role in coordinating and managing telecom-related requests from multiple customers. Our responsibilities involve handling dispatch operations efficiently while ensuring timely responses and maintaining service quality. Please review the list of Role & responsibilities and qualifications. Roles & Responsibilities Analyze incoming tickets and create work orders based on the requirements. Assign and schedule field technicians using various tools like Excel, SharePoint, Google Maps, GIS, Live GPS Maps, and the VZW Vendor Portal. Ensure accurate updates of area maps and telecom service plans. Handle multiple customer requests across different portals and platforms. Understand customer requirements both verbally and non-verbally, ensuring clear communication and execution. Utilize GIS tools for routing technicians efficiently through GIS applications. Manage real-time tracking of technicians and dispatch accordingly to maintain optimal coverage. Ensure SLA compliance, prioritize urgent calls for timely resolution, and maintain TAT for high customer satisfaction. Facilitate smooth workflow by bridging customers, technicians, and management, providing real-time updates, and using effective communication to address concerns Skills and Capabilities - Ability to analyze tickets, prioritize requests, and create accurate work orders. Strong problem-solving skills to handle urgent requests while maintaining SLA and TAT Excellent verbal and non-verbal communication to understand and fulfill customer requests. Experience handling multiple customers and addressing their requirements professionally. Multitasking and time management skills to handle high-priority requests efficiently. Efficiently assign technicians based on availability, location, and skill set. Proficiency in Excel, Word, and Outlook for scheduling, reporting, and communication. Knowledge of managing customer interactions across multiple platforms (e.g., phone, email, chat) and familiarity with related software. Requirements - Graduate in non-engineering stream. Experience: Minimum 1 years in dispatching, customer service, logistics, or coordination. Able to work in Different shifts, Day , Night and Swing Depending on the Business need and Week off will not be on Saturday and Sunday.