Network & Svcs Operation New Associate

 About The Role  

Skill required: Network Customers Operations - Customer Service Management

Designation: Network & Svcs Operation New Associate

Qualifications:Any Graduation

Years of Experience:0 to 1 years

What would you do? The network, whether physical or virtual, relies on a large staff to keep it running 24x7 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 operators 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 The team works on workforce management solution with different stake holders and work on various Tickets/cases which are actioned resolved accordingly in coordination with multiple vendors/teams. Good Customer Support Experience preferred with good networking knowledgeAn 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.

What are we looking for? Ability to perform under pressureAbility to handle disputesAbility to meet deadlinesStrong analytical skillsWritten and verbal communicationCollege graduate of any full-term course? Excellent English speaking and writing skills is a must (with trainable on Technical Process)? Superior language and customer service mindset? Basics of Microsoft Word / Excel / PPT? Representative should be quick learner and adapt the new learnings within the Project? Good communication skills over all the channels, i.e. Chat, Email and Calls? Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client. New ways of working and a changing environment requires the ability to quickly learn and adapt? Ability to multitask and adopt to change is mustThis is a Permanent Work from Office Role Has Rotational Shifts Weekly offs may fall on Friday, Saturday, Sunday, or Monday (consecutive) Must reside within boundary limits

Roles and Responsibilities: This position will be the primary interface point between client and Vendors across globe in delivering:Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? Receives client tickets to manage, coordinate and perform site access, Material receipts/shipments, technical engineer dispatch to site and similar operation function within required/limited time (SLO driven)? Coordinates customer requested work to be completed by the field technicians and ensures completionLogs customer/client/Vendor problem/request/issues in ticketing tools and ensures proper documentation? Manages the database for dispatch of metro-based field technicians? Performs root cause analysis to operational problems and follows defined procedures to resolve correctly and update tools and documents accordingly.

? Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.

Documents troubleshooting efforts and customer information in data capture tool as and when required, transfers call or promptly notifies responsible party for resolution? May need to support client report preparation and presentation? Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention?? Demonstrates understanding of the customers needs and maintains high customer satisfaction ratings? Maintains and update various tools (order entry, incident management, knowledge management and client information systems) and service desk procedures? Reviewing knowledge database and documents and update them regularly based on learnings and provide coaching to rest of the team?? May perform follow up on incidents with customer to ensure customer satisfaction? Identify process improvement opportunities? May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
 Qualification 
Any Graduation