Customer Contact Comms Analyst-Voice

Accenture; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

Accenture is hiring a Customer Contact Comms Analyst in Mumbai, India. This mid-level role requires 2-5 years of experience in technical or telecom support, with strong troubleshooting skills and the ability to manage escalations effectively.

Key responsibilities include analyzing network issues, maintaining service quality, and collaborating with technical teams. Importance is placed on communication and SLA adherence, contributing to overall service stability.

Graduation is essential for this position.

Qualifications

• 2-5 years in technical or telecom support.
• Experience in escalation handling preferred.

Responsibilities

• Manage escalations from Service Support.
• Diagnose network and SIM-related issues.
• Maintain service stability and quality.
• Document resolutions and root cause findings.
• Collaborate with technical teams.

Skills

Strong technical troubleshooting skills

Analytical problem-solving capability

Clear communication

SLA and risk awareness

Education

Any Graduation

Job description

About The Role



Skill required: Omnichannel - Customer Service



Designation: Customer Contact Comms Analyst



Qualifications:Any Graduation



Years of Experience:3 to 5 years


Language - Ability:English(International) - Expert

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song?? all powered by the world??s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.



What would you do?
Role DescriptionAdvisors handle and resolve network-related cases escalated to the Service Support team, ensuring issues are addressed within SLAs. They analyse customer complaints to identify broader network issues and escalate recurring problems to service providers for prompt resolution, helping maintain service stability and quality.Role overviewMid-level (CL10) Second Line Support role responsible for resolving escalated network-related cases to ensure minimal disruption and SLA adherence.



What are we looking for?
skills and competencies

Strong technical troubleshooting skills

Analytical problem-solving capability

Clear communication

SLA and risk awarenessExperience and qualifications

2??5 years in technical or telecom support

Experience in escalation handling preferred


Roles and Responsibilities:
Key responsibilities

Manage escalations from Service Support

Diagnose network and SIM-related issues

Maintain service stability and quality

Document resolutions and root cause findings

Collaborate with technical teams

Qualification
Any Graduation