Engineer - Global Customer Service Operations

Tata Communications Limited; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

Tata Communications Limited is seeking a proactive customer operations associate in Hyderabad, India. The role focuses on managing customer queries and operations with an emphasis on delivering quality outcomes in a fast-paced, 24x7 support environment.

The ideal candidate has a graduate qualification with up to 4 years of experience and strong problem-solving and communication skills to ensure timely resolutions and high service availability.

Qualifications

• Demonstrate strong problem-solving skills.
• Experience in providing customer service support in fast-paced, high-availability, 24x7 environments.
• Keep abreast of latest technologies in the domain.

Responsibilities

• Taking ownership of customer issues reported and providing resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to issues.
• Escalating unresolved issues through the proper internal channels per standard procedures.
• Ensure SLA compliance and work proactively to maintain it.

Skills

Problem solving

Customer service

24x7 support

Technology awareness

Education

Graduate

Job description

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 0-4 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.