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

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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