Job Overview
TATA Communications Service Operations Centre is the single point of contact for all international customers. Customer Service Engineers are responsible for receiving, troubleshooting, resolving, escalating and closing customer incidents and requests, delivering superior service.
Key Responsibilities:
* Inbound calls to address customer requests and incident reports
* Understanding customer issues and capturing them in a ticketing system
* Troubleshooting to isolate and resolve incidents/queries
* Escalating to next level or partner to resolve incidents within SLA
* Maintaining problem history and solutions
* Running and analyzing traffic reports, IP configuration
* Coordinating troubleshooting efforts with departments and vendors
* Managing and monitoring planned maintenance
Qualifications & Certifications
* Bachelor's degree in Electrical, Electronics or Telecommunications
* Fluent English language skills, additional European languages an advantage (French, German, Italian, Spanish)
* 5 years' experience in telecommunications, preferably for a service provider
* Working knowledge of routing, switching, SD WAN networks
* Cisco Certified Network Associate certification or basic network security certification beneficial
* Knowledge of IP addressing, routing protocols (BGP, OSPF etc.)
* Understanding of VPN/IPsec technology
* Knowledge of OSI layers and Layer 1/2 technologies (xDSL, Ethernet, leased lines, wireless)
* Strong customer focus and excellent communication skills
* Good listening skills, coordination and results-driven
* Ability to work under pressure and proficient in Microsoft Office Suite
* Aptitude for problem-solving and analysis skills
* Capacity for learning, autonomy and initiative
Benefits
* Professional development opportunities
* Competitive compensation package
* Collaborative work environment