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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Finance / Accounts / Tax |
| EmploymentType | Full-time |
Review trouble tickets raised by RSPs and accurately diagnose how these tickets should be resolved including detailed notes. Dispatch Tickets of Work to our Field Partners. Receive calls from our RSP and Field Partners, in particular, for complex work. Direct trouble tickets to the correct resolver group if these cannot be resolved remotely or through standard processes and working with Field Partners. Understand the cause of Service Incidents, complete root cause analysis and take full ownership to resolve Service Incidents and coordinate with internal/external teams to help resolve them if need be. This could also involve calling end users to trouble shoot Skills Required Previous experience in a similar role. Experience with Telecom customer service assurance processes Extensive background in customer service. Experience within the telecommunications industry (desirable). Experience and understanding of the access network elements for FTTC/FTTX/FTTP (desirable) Experience in working on systems used in the telco service assurance Incident Management tools, Exposure to Physical network Inventory, Test and Diagnostics, Alarm Management system Strong communications skills. Strong time management and organisational skills. Problem solving skills and the ability to resolve customer issues. The ability to work effectively in a team environment. Strong attention to detail.,
Keyskills :
sapaccountsslacustomer relationsreportingroot cause analysisroot causeproblem solvingtime managementcustomer servicenetwork elementsalarm managementwork effectivelyservice assurance