Job Overview
Role: Network & Svcs Operation Associate Location: India Experience: 0-2 Qualification: Any Graduation Key Skills: Network Customer Operations – Customer Service Management
Job Description
The network, whether physical or virtual, relies on a large staff to keep it running 24×7 — and it is that staff which consumes the bulk of operational budgets. Network elements are constantly changing, as are the ways each is deployed. Virtual network functions still require hardware, while routers and base stations require complex software. All of this must be maintained, updated and configured. An operator’s construction, maintenance, activation and trouble management functions typically include both inside and outside staff which is taken care by Work Force Management Team scheduling Technician Dispatches Good Customer Support Experience preferred with good networking knowledge An approach to manage organizations interaction with current and potential customers. It uses data analysis about customers history with the organization to improve business relationships with customers, specifically focusing on customer retention, enhancing customer satisfaction and ultimately driving sales growth.
Roles and Responsibilities
- Ticketing & Documentation: Logs customer/client/Vendor problem/request/issues in ticketing tools and ensures proper documentation
- Database Management: Manages the database for dispatch of metro based field technicians
- Root Cause Analysis: Performs root cause analysis to operational problems and follows defined procedures to resolve correctly and update tools and documents accordingly.
- Access Management: Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.
- Troubleshooting & Information Capture: Documents troubleshooting efforts and customer information in data capture tool as and when required, transfers call or promptly notifies responsible party for resolution
- Client Report Support: May need to support client report preparation and presentation
- Incident Management: Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
- Customer Satisfaction: Demonstrates understanding of the customer’s needs and maintains high customer satisfaction ratings
- Tool & Procedure Maintenance: Maintains and update various tools (order entry, incident management, knowledge management and client information systems) and service desk procedures
- Knowledge Management: Reviewing knowledge database and documents and update them regularly based on learnings and provide coaching to rest of the team
- Customer Follow-up: May perform follow up on incidents with customer to ensure customer satisfaction
- Process Improvement: Identify process improvement opportunities
- Customer Dissatisfaction: May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
Skills and Eligibility Criteria
Educational Background: Any Graduation
Experience: 0-2 Yrs
Mandatory Technical Skills:
- Network Customer Operations – Customer Service Management
- Ticketing systems/tools (assign, process, update, escalate/follow-up, closure, feedbacks)
- Microsoft Office tools (Word, Excel, PowerPoint)
- Networking knowledge (intermediate)
Competencies:
- Problem-solving skills
- Ability to establish strong client relationship
- Written and verbal communication
- Strong analytical skills
- Excellent English speaking and writing skills is a must (with trainable on Technical Process)
- Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc
- Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks
- Excellent documentation and data entry skills
- Previous experience in updating tools and data bases is an advantage
- Customer Problem solving or troubleshooting experience is an advantage
- Must have intermediate knowledge of Microsoft Office tools – Word/Excel/Power Point
- Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client