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Service Centre Advisor
Unified Communications and Network Services. (C1)
Service Centre Advisor
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Service Centre Advisor

at Unified Communications and Network Services. (C1)

Agency job
7 - 10 yrs
₹12L - ₹15L / yr
Bengaluru (Bangalore)
Skills
Operation Mangement
Escalation management
Ticket Logging
Operations Management
Escalation Management

Call Reception and Ticket Logging: Responsible for:

  • Ensuring calls are answered professionally
  • Ensuring that the relevant information is collected from a customer
  • Ensuring that the correct level of priority is agreed with the customer
  • Ensuring that the ticket is assigned to the correct engineer
  • Ensuring that the engineer is aware that there is a new ticket assigned to their queue

    SLA Management: Responsible for:
  • Ensuring that appropriate attention is paid to P1s
  • TPMs engaged immediately for engineer dispatch to the site where applicable
  • The customer is forwarded to an engineer for a possible remote fix
  • Ensuring that all tickets are managed in line with SLAs

    Jeopardy Management: Responsible for:
  • Ensuring that the ticket is managed in line with Company’s jeopardy management process

    Escalation Management: Responsible for:
  • Ensuring that the ticket is escalated appropriately in line with Company’s escalation process
  • Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)
  • Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)
  • Responsible for advising Service Centre Manager of any missing information in the knowledge database

    Communication Responsible for:
  • Customer Communication
  • Ensuring that the customer is updated regularly throughout the duration of the ticket
  • Ensuring the quality of ticket input is of a high standard
  • Ensuring that key internal contacts are advised of any issues
  • Responsible for reading, understanding, and complying with Company’s Information Security policies.

FORMAL EDUCATION AND TRAINING

  • Educated to an A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted
  • Industry or relevant business qualifications and accreditations would be desirable
  • Proficiency involved in working in the service industry, with particular emphasis placed on customer focus issues.
  • Ability to form close working relationships with the customer community, sub-contractors
  • Excellent client-facing communications skills
  • A Self-motivated team player with excellent interpersonal skills
  • An outgoing individual willing to participate as part of a small and flexible team
  • in European languages would be an advantage
  • ITIL Foundation / ITIL v3 Foundation
  • Overall telecommunications knowledge with an appreciation of the Nortel / Avaya / Genesys / AWS Product Sets

 

Key Competencies

  • Customer Focused
  • Relationship Building and Maintenance
  • Decision-Making Ability
  • Inspiring Communicator
  • Initiating Action
  • Personal Responsibility
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Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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