Operations Support - Telecom Dispatch

Job

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:

Telecom Dispatch

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 -

1. Graduate in non-engineering stream.

Experience:

3. 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.