Customer Service Executive - Provisioning & Configuration
Job Description
Job Description
Responsible for all operations & trouble shooting with respect to installation support, network service configuration. This is an operational role which is responsible for delivering results that have direct impact on the achievement of results for projects undertaken as per business requirements.
Responsibilities
Ensure configuration task completion for Enterprise/Wholesale customers with clean deployments within the SLAs.
Conduct change management, turnup and migrations requests
Standard testing and troubleshooting of installs/activation post Provisioning.
Validate wiring connections & schedule dispatches with field operations.
Regularly participates in important projects or activities as a full contributing team member.
Ensure all installation functions are performed in a timely fashion to meet agreed SLA s/KPI s
Perform escalation management, wherever necessary and in case project is in jeopardy.
Minimum qualification & experience
Relevant experience in network infrastructure project management and on field experience
Desired Skill sets
Understanding of Provisioning process, Telephone, Internet, Data, Service Activation
Knowledge in switch and router configuration
Job Responsibilities:
Responsible for delivering orders for Enterprise customers along with supporting service activation over the MSP and Legacy Core MPLS networks and thereby enabling customers to do business.
We play a critical role in enabling customers to do business in an increasingly connected world.
Deep knowledge of telecoms is required alongside excellent communication, reporting, stakeholder management, critical thinking and influencing skills.
Responsible for creating consistent experience for stakeholders and enabling better customer experience by ownership of responding and resolving to the queries into Service Delivery and Supplier Management.
Responsible for driving and resolving queries relating to WAN orders progressing and enabling better customer experience into Customer delivery.
Task Management
Fallout Management
Stakeholder Management
Quality Management
Ensure that all the queries are performed in a timely fashion to meet agreed SLAs.
Identify issues and challenges and provide solutions proactively
Work closely with key stakeholders , Suppplier and Customer to meet the timelines set
Diagnoses, troubleshoots and resolves problems, and takes corrective action when necessary.
Adhere to clear escalation process and align the customer delivery & right first time
Strong communication and stakeholder management skills
Improve customer experience (NPS)