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Customer Service Technician

0.00 to 4.00 Years   Gurugram   15 Apr, 2021
M/s orange business services
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

  • Customer Signalisation (responsive mode)
  • Reception and qualification
  • Analysis of the customers request by describing the incident in coherence with the elements of the contract using post it tool (with request for additional information if missing).
  • Evaluate the importance of the incident to the customer and assigning the processing priority.
  • Record Signaling in the OCEANE information system.
  • 1st level analysis on tickets with priotities P3 P4
  • Voice Trouble Tickets: Analysis of the destination QoS, customers traffic providers (tools: supnext, SPOT results).
  • SIGTRAN trouble tickets: Verification of the state of ITP routers, IP links (tools: meteo, vision).
  • Transmission trouble tickets: search routing of the link for analogy of a defect verification of the alarm history (tools: SERIA, Nestor QS).
  • IP trouble tickets: link status, macroscopic routing, responsibility (tools: meteo, VISION.)
  • Activation, follow-up and closing incidents
  • Activation of the services concerned (INOC Voice Transmission, NOC Delhi.).
  • Proactive information towards the customer as soon as relevant information is available during the incident until the customer confirms that the service has been re-established and the incident can be closed.
  • Network Signalisation (proactive mode)
  • Reception
  • Network Signalisation (proactive mode)
  • Reception
  • Reception and analysis of network signaling, request from NTMC / NOC OTI the impact (via click run; Smile IP).
  • If defect not-localized, ask customer for any Maintenance on his side/local incident.
  • Information towards Customer
  • Send a mail to customer with the beginning of the incident
  • Regular updates during the incident
  • Restoration time of incident after customer confirmation and service back to normal
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