Customer Operations Specialist

Karix; Bengaluru; On-site; INR 420,000 - 700,000; Full time

Job summary

A leading telecommunications and software company seeks a Customer Operations Specialist in Bengaluru to provide support and resolve customer issues. Responsibilities include managing products, troubleshooting, and ensuring adherence to service level agreements. Candidates should have a degree or diploma in Computer Science with knowledge in MySQL or Oracle DB, and strong communication skills. This full-time position requires a positive attitude and willingness to work in shifts.

Qualifications

• Bachelor's degree or diploma in Computer Science or related field required.
• Basic knowledge of MySQL and Oracle DB.
• Willingness to work in 24/7 shifts.

Responsibilities

• Provide support adhering to SLA parameters.
• Attend and acknowledge each customer call/mail.
• Create and manage products and services.
• Perform basic troubleshooting for resolving customer issues.
• Provide timely updates to customers and documentation on resolutions.
• Communicate proactively about known actions/events.

Skills

Written communication

Verbal communication

MySQL

Oracle DB

Troubleshooting

Education

BCA

B.Sc (Computer Science)

Diploma in Computer Science

B.E./B.Tech Graduate

Job description

Talent Acquisition Specialist | Hiring Top Talent | CPaaS & SaaS

Job Title: Customer Operations

Job Role:

• Provide support adhering to SLA parameters (including quality, and response/resolution time criteria)
• Attend and acknowledge each customer call/mail
• Responsible to create and manage Karix build products and services
• Collect all required information as per checklist
• Perform basic level troubleshooting for resolving customer issues
• Collaborate in investigating issue during escalations
• Assist in resolution of technical/non-technical issues faced by customers.
• Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.
• Ensure 100% adherence to Provisioning processes: a. Time accounting
• Ticket management
• Review of backlogs owned on a shift basis so as to make them close to zero.
• Review of owned incidents that are completed and need to be closed.
• Follow-up with customers on the solution provided.
• Review customer feedback with a view to improving and enhancing support quality
• Replicate, test and resolve incidents that were logged by customers
• Ensure proactive communication on the known actions or events

Requirements

• BCA, B.Sc (Computer Science), Diploma in Computer Science, B.E./B.Tech Graduate
• Basic knowledge in MySQL, Oracle DB executing queries; good written and verbal communication skills; willing to work in 24/7 shift; positive attitude.

Seniority Level

Associate

Employment Type

Full-time

Job Function

Information Technology

Industries

Telecommunications and Software Development

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