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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Telecom / ISP |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
Operating within DSL 2nd Line Operations, this role is primarily responsible for Handling & Managing High Level Technical Fault Management & Resolution for Vodafone Fixed Line Broadband Customers. The main focus will be on providing high 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 service and 2nd line support whilst handling broadband faults and any other customer enquiries to a large, diverse, Consumer, 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. To assign & 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.Key Accountabilities :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 Accounts Multifaceted role which ensures faults are resolved within SLA, Quality Analysis 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 customer s perceptions are managed effectively.Core Competencies :In depth Knowledge on Core DSL/Broadband technologies 5+ yrs of Technical Expertise in Telecommunications / Broadband & DSL technologies. Excellent Verbal & Written Skills in English Excellent troubleshooting skills & logical thinking. Service Management Exposure ITIL, ISO27001 etc.Technical / Professional Qualifications :Graduate in Technical / Networking Field. In depth knowledge on ADSL/ADSL2+, SDSL, VDSL & FTTx Technologies. Hands on experience in Fault fixing. Exposure to International Enterprise/Home customer handling. Knowledge on DSLAM, MSAN and L2 switches.,
Keyskills :
financecustomer serviceinsurancefixed linemisline managementquality analysisservice leveltechnical supportdocumentationservice management3rd party relationshipsfault managementiso 27001