Customer Service Executive - Service Assurance - 12001

Customer Service Executive - Service Assurance - 12001

Tata Group
Not Specified
Not Specified

Job Description

Job Role:
Taking ownership of customer issues reported and seeing problems through to resolution. Researching, diagnosing, troubleshooting and identifying solutions to resolve reported issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Act as a technical and operational escalation point at support/on-boarding/migration phase for cloud products. Ensure seamless transition of data and response handover among all teams.
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

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