Customer Service Executive - Hybrid Network Services Service Delivery

About The Company

Tata Communications 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 Communications

Job Description

Responsible 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 requests

Standard 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 s

Perform escalation management, wherever necessary and in case project is in jeopardy.

Minimum Qualification & Experience

Relevant experience in network infrastructure project management and on field experience

Desired Skill sets

Understanding of Provisioning process, Telephone, Internet, Data, Service Activation

Knowledge 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 Management

Fallout Management

Stakeholder Management

Quality Management

Ensure that all the queries are performed in a timely fashion to meet agreed SLA’s.

Identify issues and challenges and provide solutions proactively

Work closely with key stakeholders , Suppplier and Customer to meet the timelines set

Diagnoses, troubleshoots and resolves problems, and takes corrective action when necessary.

Adhere to clear escalation process and align the customer delivery & right first time

Strong communication and stakeholder management skills

Improve customer experience (NPS)