Assistant Manager - Customer Service

About Atria Convergence Technologies Ltd:

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Rajasthan, Uttar Pradesh and Gujarat. We are one of the countrys most renowned cable and broadband company, bringing state-of the art services to more than 3 million happy homes (Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The Home technology can carry vast amount of information at speeds up to 1 Gbps. We are one of the leading ISPs in the wired broadband category, and the largest non-telco ISP in the country.

Role:

Purpose of the role:

Responsible for assuring users are being provided with efficient and timely support with high customer satisfaction. To perform staff scheduling to ensure coverage during normal business hours and on-call support as required.

Role & Responsibilities:

• Responsible for assuring users are provided efficient and timely support on complaints and enquires.
• Manages the staff including consultation on performance evaluations, hiring and disciplinary responsibilities
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Constantly monitors the call queue to achieve SLAs and coordinates for resolutions with cross functional dependencies
• Drive action on prioritizing resolutions on Priority Escalations /Nodal and Appellate tickets and ensure SOPs are defined for all processes and monitor adherence
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Serves as the around-the-clock contact for all related support issues

Desired Skills and Competencies

• Ability to Influence,
• Customer Sensitivity,
• Execution Excellence/Do it Right,
• Functional Expertise,
• Passion,
• Situation Handling,
• Team Management,
• Working Together

Must have:

• Graduate or equivalent degree
• 6 -10 Years of work experience in Telco / ISP/ Video service Provider background
• Requires three or more years of related team management Experience
• Excellent communication and interpersonal skills
• Languages: English, Tamil (Hindi/Telugu or Kannada)
• Age not more than 35 years
• Work schedule: 6 days working with 1 rotational week off and rotational day shifts

In case of interest, please share your update resume to prithviraj.p@actcorp.in