Customer Operations Specialist

Karix; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

A telecommunications company in Bengaluru is seeking a Customer Operations Associate to provide support and ensure adherence to service level agreements. The role involves troubleshooting technical issues and communicating with customers effectively. Ideal candidates should have a degree in Computer Science and basic database knowledge. This is a full-time position in a 24/7 environment.

Qualifications

• Graduate in Computer Science or related field is required.
• Willingness to work in a 24/7 environment with a positive attitude.
• Basic knowledge in database technologies is preferred.

Responsibilities

• Support customers adhering to SLA parameters.
• Attend to customer calls and mails.
• Provide troubleshooting for customer issues.
• Manage incidents and ensure documentation.
• Collaborate during escalations and follow-up with customers.

Skills

MySQL knowledge

Oracle DB knowledge

Written communication skills

Verbal communication skills

Positive attitude

Education

BCA, B.Sc (Computer Science), Diploma in Computer Science, B.E./B.Tech

Job description

Job Title

Customer Operations

Responsibilities

• 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 the required information as per the 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
• Should have basic knowledge in mysql, oracle DB in executing the queries, good written and verbal communication skills, willing to work in 24/7 environment in shift, positive attitude.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service

Industries

• Telecommunications and Software Development