Customer Service Executive - Global Customer Service Operations

Tata Communications; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Tata Communications is seeking a Network Operations Engineer in Pune to manage customer network incidents and ensure quality outcomes. The role involves owning customer issues, diagnosing problems, and escalating as needed to meet SLA in a fast-paced, 24x7 environment.

Candidates should have a B.Tech in ECE or equivalent with 1-2 years of experience and knowledge of BGP, MPLS, and OSPF; Versa SDWAN experience is a plus.

Qualifications

• Graduate (B-Tech ECE or equivalent) with 1-2 years of experience.
• Routing skills: BGP, MPLS, OSPF.
• Demonstration of problem-solving skills.
• Prior experience providing customer service support in fast-paced, high-availability, 24x7 environments.
• Versa SDWAN knowledge is a nice-to-have.

Responsibilities

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

Skills

BGP

MPLS

OSPF

Problem-solving

Customer service

Education

B.Tech ECE or equivalent

Tools

Versa SDWAN

Job description

Broad outline of the Role

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

Minimum Qualifications Experience

• Graduate (B-Tech ECE or equivalent) with 1-2 years of experience
• Routing skills (BGP, MPLS, OSPF)

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 (VERSA SDWAN nice to have)

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.

Fulfilment Team Details