Customer Service Executive - Global Customer Service Operations

Tata Communications; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Tata Communications is seeking an IT operations professional in Mumbai to manage customer queries and drive service delivery. This operational role requires ownership of issues, diagnostic troubleshooting, and escalation through standard processes to ensure timely resolutions.

The candidate should have a graduate degree with 1–4 years of experience, and demonstrate strong problem-solving skills in a fast-paced, 24x7 environment, keeping abreast of evolving networking technologies.

Qualifications

• CCNA knowledge with minimum 1 year of networking experience.
• Graduate with 1-4 years of experience.
• Demonstration of problem-solving skills.
• Experience in providing customer service support in fast paced, high availability, 24x7 environments.
• Maintain awareness of latest technologies in the domain.

Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure SLA are achieved and work proactively to maintain the same.

Skills

CCNA knowledge

Networking

Problem solving

Education

Graduate with 1-4 years experience

Job description

Mandatory: CCNA level knowledge with minimum 1 year of experience in networking.

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications Experience

• Graduate with 1-4 years of experience

Other Knowledge Skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

1. Taking ownership of customer issues reported, solving their problems through by providing resolution.
2. Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
3. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
4. Ensure SLA are achieved and work proactively to maintain the same.