Customer Service Executive - Network Operations & Support

Tata Communications; Riyadh; On-site; SAR 60,000 - 100,000; Full time

Job summary

Tata Communications is seeking a Technical Support Engineer to serve as the first technical contact for customers, identify problems, and coordinate with internal teams. The role emphasizes maintaining productivity and quality standards while managing emails, escalations, and customer inquiries.

Candidates should have 1–3 years of related experience, strong English skills, and a background in MPLS routing and ISP operations. This is an on-site role based in Saudi Arabia.

Qualifications

• Graduation in Electronics and Telecom/Computer Engg.
• Proficient with email, internet and word processing software.
• Fluent in English; second foreign language is an asset.
• Exposure to ISP operations preferred.
• Any other certification is preferred.
• MPLS IP Routing and protocols knowledge.

Responsibilities

• Be the first point of contact for customers from a technical perspective and identify the technical problem.
• Maintain optimum productivity as per set standards.
• Maintain optimum quality as per set standards.
• Handle all TSC emails and ensure targets are adhered to.
• Handle escalation and customer queries.

Skills

Excellent listening

Very good communication

Analytical skills

Problem solving

Interpersonal skills

Education

Graduation in Electronics and Telecom/Computer Engg

Job description

Position Summary Key Objectives Purpose of the Job

Technical Support Engineer

• 1 Customer Front Line for Trouble Reporting
• 2 Trouble Ticket Assignment to different technical teams
• 3 Escalation Management
• 4 MPLS Basic Troubleshooting and Fault isolation

Major Resposibilities

• 1 To be the First Point of contact for customers from technical Perspective amp identification of the technical problem
• 2 Maintaining Optimum productivity as per set Standards
• 3 Maintaining optimum Quality as per set Standards
• 4 Handling all TSC Emails and ensuring that the targets are adhered
• 5 Handling escalation and customer queries

Key Performance Indicators

• 1 Task wise Performance assessment Qualitative 25 Quantitative 25
• 2 Test Scores
• 3 Less than 3 individual qualified escalations received from ops teams and initiatives taken appreciation from Internal team and customer
• 4 CSAT Transaction Feedback Dipstick Survey
• 5 Team Performance
• 6 Absenteeism

Qualification Necessary requirement

• 1 Graduation in Electronics and Telecom Computer Engg
• 2 Ability to use e-mail internet Word and other software s
• 3 Fluent in English and a second foreign language is an asset
• 4 Exposure to ISP Operations preferred
• 5 Any other certification is preferred
• 6 MPLS IP Routing and protocol

Experience Necessary requirement

1-3 years of experience in below areas

• 1 Experience in customer Front Line for Trouble Reporting
• 2 Experience in MPLS Basic Troubleshooting and Fault isolation
• 3 Experience in Handling Escalations and working in Shifts

Skill Requirements Top 5 - Include Skills requirement in Domain Leadership and Behavioral

Domain

• 1 Excellent listening skills and very good communication skills
• 2 Good Analytical Skills
• 3 Very good aptitude for problem solving

Leadership

• 1 Good customer handling capabilities
• 2 Able to work under pressure and shifts

Behavioral

• 1 Good interpersonal skills