Tata Communications تعلن عن وظيفة تنفيذي خدمة عملاء - عمليات الشبكة والدعم في الرياض

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

A> Position Summary(Key Objectives/Purpose of the Job)*

Technical Support Engineer

1 Customer Front Line for Trouble Reporting

2 Trouble Ticket Assignment to different technical teams

3 Escalation Management

4 MPLS Basic Troubleshooting and Fault isolation

B> Major Resposibilities.

1>To be the First Point of contact for customers from technical Perspective & identification of the technical problem

2> Maintaining Optimum productivity as per set Standards.

3>Maintaining optimum Quality as per set Standards.

4>Handling all TSC Emails and ensuring that the targets are adhered.

5>Handling escalation and customer queries

C>Key Performance Indicators

1>Task wise Performance assessment (Qualitative 25 % + Quantitative 25%)

2>Test Scores

3>Less than 3 individual qualified escalations received from ops teams and initiatives taken + appreciation from Internal team and customer

4> CSAT / Transaction Feedback / Dipstick Survey

5> Team Performance

6> Absenteeism

D> Qualification - Necessary requirement

1>Graduation in Electronics and Telecom/Computer Engg

2>Ability to use e-mail, internet, Word and other software’s

3>Fluent in English and a second foreign language is an asset.

4>Exposure to ISP Operations preferred

5>Any other certification is preferred

6>MPLS/IP Routing and protocol

E> Experience - Necessary requirement

1-3 years of experience in below areas

1> Experience in customer Front Line for Trouble Reporting

2> Experience in MPLS Basic Troubleshooting and Fault isolation

3>Experience in Handling Escalations and working in Shifts.

F> Skill Requirements(Top 5) - Include Skills requirement in Domain, Leadership and Behavioral

Domain

1>Excellent listening skills and very good communication skills

2>Good Analytical Skills

3>Very good aptitude for problem solving

Leadership

1>Good customer handling capabilities

2>Able to work under pressure and shifts

Behavioral

1>Good interpersonal skills