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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Telecom / ISP |
| Functional Area | Telecom Network Design / ManagementGeneral / Operations Management |
| EmploymentType | Full-time |
Operating within DSL 2 nd Line Operations, this roleis primarily responsible for Handling & Managing High Level Technical Fault Management & Resolution for Vodafone Fixed Line Broadband Customers.The main focus will be on providinghigh level Technical Support & Guidance on fault localization and resolution for all DSL/Broadband Products. Candidates have to work on a 24*7 shift rotation basis, providing high quality customer serviceand 3rd line support whilst handling Data and Voice related faults and any other customer enquiries to a large, diverse, Business & Wholesale customer base.Undertake detailed technical fault diagnosis and resolution across a large number of internal groups and 3rd Party suppliers to ensure customer incidents are resolved within agreed company service level standards. Toassign & resolve all faults to appropriate technical escalation areas and notify line management of issues and problems requiring attention. Demonstrate the ability and understanding of the need to be a team player and assist the team in achieving set departmental Key Performance Indicators.On time fault fix/response time to customer escalations/requests and maintaining world-class customer experience throughout.Customer Technical Champion for Top Revenue generating/Strategic AccountsMultifaceted role which ensures faults are resolved within SLA, QualityAnalysis to improve the way we work & running SIP s across functions.Vendor Co-ordination and indulge in improvement initiatives with specific target & timelines adhered to.To ensure that customers perceptions are managed effectively.In depth Knowledgeon Core DSL/Broadband technologies5+ Years of Technical ExpertiseDSL Technologies.Excellent Verbal & Written Skills in EnglishExcellent troubleshooting skills & logical thinking.Service Management Exposure ITIL, ISO27001 etc.Must have technical / professional qualifications:Graduate inTechnical/Networking FieldIn-Depth Knowledge on ADSL/ADSL 2+, SDSL, VDSL, BGDSL, EFM & FTTx Technologies3+ Years of Technical ExpertiseBroadband & DSL TechnologiesHands- on Experience in Various DSLAMS/MSAN sExposure in Handling International Enterprise Customers,BSc/BTech or equivalent degrees.
Keyskills :
3rdlinesupport iso27001 linemanagement servicelevel fixedline faultmanagement documentation core servicemanagement technicalsupport echnologies dsl/broadband