Customer Service Executive - Global Customer Service Operations

Broad outline of the Role

• The role is responsible for managing customer network operations incidents. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications & Experience

• Graduate (B-Tech ECE or equivalent) with 1-2 years of experience
• Routing skills (BGP, MPLS, OSPF)

Other Knowledge & Skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain (VERSA SDWAN nice to have)

Key Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved and work proactively to maintain the same.

Fulfilment Team Details

Required Skills

• customer service
• versa sdwan
• sdwan
• bgp
• mpls
• network operations
• troubleshooting