Description
Professional Attributes:
Good Verbal and Written Communication Skill
Should be able manage Stakeholders
Learn and adapt quickly
Excellent problems solving, analytical skills and Basic technical trouble shooting skills.
Responsibilities
Understands the needs and contributes to ensure actions and escalations are routed/highlighted as necessary, (both internally and/or externally), to achieve service restoration, in case of faults;
Performs assigned tasks in line with process Defined , and performas Basic troubleshoot, updating internal and external stakeholders accordingly and ensures customer SLA delivery, service availability, quality and continuity assurance.
Coordinate with resolver group and provides support to customers and end users.
Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.
Focuses on surfacing underlying customer issues/concerns and identifying root causes.
Broad outline of the Role Purpose - Broad objective of the role Operating Network - Key External 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 Size and Scope of Role - Other size parameters Minimum qualification & experience
BE/ BTech Computer Science or Electronics and Telecommunication/ BSC Electronics /MCA
Certification in IoT Technology
Other knowledge/skills Key Responsibilities Technical Competencies
Technical Experience: Total work experience upto 2 years in Telecom domain .
· Telecom Experience: GSM/ GPRS/ LTE Architecture/ SMS Call Flow/ RF( Preferable). Taking ownership of customer issues reported and seeing problems through to resolution. Researching, diagnosing, Basic troubleshooting and identifying solutions to resolve reported issues. Following standard procedures for proper escalation of unresolved issues with Relevant Network teams
MS Office.Customer care experience / Understanding of ticketing tools like JIRA, HPSM, or similar.Knowledge / Skills Communication Skills