Customer Service Executive - Service Assurance - 12001

Customer Service Executive - Service Assurance - 12001

Tata Communications Limited
Not Specified
Not Specified

Job Description

Job Role
Personally get involved in On-Boarding /Support / Data Migration process. Get involved in any pre-sales/sales team communications to resolve customer's technical query. Ensure quality of Self-Help content/Knowledge base documents and timely update of the same.
  • Good Verbal & Written communication.
  • A keen interest in Cloud SAAS technology
  • Must be able to demonstrate a customer first approach
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Natural aptitude for trouble shooting & problem solving
  • Highly organised and able to work on own initiative to complete the range of tasks required
  • Flexible and willing to work outside core business hours as required
  • Willing to work with 24*7 Shifts

Technical Knowledge:
  • Good Understanding/hands on G-Suite, (Deployment, Data Migration)
  • Good Understanding of Microsoft Office365. (Deployment, Data Migration)
  • Preferred Microsoft Office365, G-Suite certification.
  • Familiar with Email clients & troubleshooting issues.
  • Website Creation/Development (Using Template & languages PHP, JAVA,.NET)
  • DNS records & their functions
  • Anti-Virus Installation/Setup on Windows & Servers.

Role & Responsibility
First line of support for customers and channel partners for all cloud products.
  • Responsible to resolve all the customer Query, Request and Complaints (QRC) that can be resolved with high level troubleshooting as per the imparted product training, FAQs.
  • Content generation for self-help documents, FAQs, internal process flow within L1.
  • Participate in the UAT for a product and share observations.
  • On-demand remote / field professional services. Eg. customer training / content management / domain creation / administrative activities / shared services / complex migrations
  • Dealing with incoming faults in a professional, courteous manner over the phone and via email
  • Ability to provide step-by-step technical help, both written and verbal.
  • Talk to clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
  • Ask customers targeted questions to quickly understand the root of the problem
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA - escalating to other internal and external teams as appropriate
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Identify and escalate repeat issues or service risks into service management teams

Sharing knowledge with team colleagues
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team
Size and Scope of Role - Other parameters
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills
Communication Skills

Job Details

Employment Types:




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