Service Centre Advisor

Unified Communications and Network Services. (C1)

Service Centre Advisor

Multi Recruit

Company

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Service Centre Advisor

at Unified Communications and Network Services. (C1)

Agency job

via Multi Recruit

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

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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