Associate - Customer Support (0-3 yrs)
Job Title : Customer Service Desk - Technical Support
Work Location : Hyderabad
Experience : 0 - 3 years
- B.E / B.Tech / BCA / MCA / Science Graduates with 0-3 years experience in network operations center, call center, or support center
- Excellent communication skills, both verbal and written English ; Good to have Spanish, French, Portuguese, Arabic, Chinese
- Preferred to have basic knowledge of telecommunications networks concepts
- Respond to customer phone calls and emails by recording the details of events in the Remedy ticketing system, keeping the customer up-to-date on problem resolution
- Understand technical issues reported by customers, identify the different products of the company, assign the tickets to the relevant NOC team in charge of solving them
- Open trouble tickets with providers, record the details in the Remedy ticketing system, be responsible for managing the trouble ticket through its life cycle and ensuring adequate response time
- Prioritize and allocate trouble tickets depending on customer grades and incident severity, minimize the time to resolve and trouble-shoot customers issues.
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