Service Centre Advisor

Unified Communications and Network Services. (C1)

Service Centre Advisor

Multi Recruit

Company

Home

Service Centre Advisor

at Unified Communications and Network Services. (C1)

Agency job

via Multi Recruit

4 - 8 yrs

₹15L - ₹18L / yr

Bengaluru (Bangalore)

Skills

Customer Support

Training and Development

Customer Service

Spring

Maven

Java Developer

Core Java

Call Reception and Ticket Logging: Responsible for:

Ensuring calls are answered professionally
Ensuring that the relevant information is collected from the customer
Ensuring that the correct level of priority is agreed with the customer
The company reference number is provided to customer and customer reference number, where applicable is supplied to the Company
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 Set

Key skills & Experience

An experienced Communications professional with a broad background in telecommunications at an operational level.
Recognition of the issues

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 the customer
Ensuring that the correct level of priority is agreed with the customer
The company reference number is provided to customer and customer reference number, where applicable is supplied to the Company
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 Set

Key skills & Experience

An experienced Communications professional with a broad background in telecommunications at an operational level.
Recognition of the issues

KEY COMPETENCIES

Customer Focused
Relationship Building and Maintenance
Decision-Making Ability
Inspiring Communicator
Initiating Action
Personal Responsibility

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Proven working experience in web programming
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BSc / BCA / B-Tech in computer science or a related field

If you feel the above-mentioned Job Details matches your ~profile~ personality, kindly email us your updated CV to us

Company Profile:

https://www.werbstudio.com/about-us

https://www.werbstudio.com/work

Job brief:

Responsibilities:

Write well designed, testable, efficient code by using best software development practices
Create website layout/user interface by using standard HTML/CSS practices and dynamic host servers
Integrate data from various back-end services and databases
Gather and refine specifications and requirements based on technical needs
Create and maintain software documentation
Be responsible for maintaining, expanding, and scaling project sites
Stay plugged into emerging technologies/industry trends and apply them into operations and activities
Coordinate with web designers to match visual design intent
Coordinate with content writers to match the website objective

Requirements:

Proven working experience in web programming
Top-notch programming skills and in-depth knowledge of modern HTML/CSS
Familiarity with at least one of the following programming languages: PHP, ASP.NET, Javascript or Ruby on Rails, React JS, Angular, Mongo DB and other programming languages
A solid understanding of how web applications work including security, session management, and best development practices
Adequate knowledge of relational database systems, Object Oriented Programming and web application development
Hands-on experience with network diagnostics, network analytics tools
Basic knowledge of the Search Engine Optimization process
Aggressive problem diagnosis and creative problem-solving skills
Strong organizational skills to juggle multiple tasks within the constraints of timelines and budgets with business acumen
Ability to work and thrive in a fast-paced environment, learn rapidly and master diverse web technologies and techniques.