Service Centre Advisor
Service Centre Advisor
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
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About Unified Communications and Network Services. (C1)
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About Us
GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
Role Summary/Purpose
The Systems Analyst will be responsible for developing technology solutions in GE India IT Digital Hub. As part of this role the Systems Analyst would be working closely with the Functional and Technical leads across the application(s), COE and Infrastructure teams to deliver right business outcomes
Essential Responsibilities
• Software design, development and maintenance of web applications
• Development using Java, J2EE, PL/SQL and any UI related technologies like Angular JS, HTML 5
• Developing and executing unit / integration test cases and performing white box testing
• Adhere to all the software requirements related to Application Performance, Architectural and Security standards
• Assist, guide and troubleshoot with the Support team to resolve customer issues of technical nature
• Work with teams through Agile development practices
• Participate with Functional discussions to understand requirements and deliver solutions that meets the needs
• Partner with Project Manager to provide feasibility, estimates to develop a realistic / accurate project plan
• Participate in release coordination and communication to stakeholders
Qualifications/Requirements
• Masters or Bachelor’s Degree in Information Systems, Information Technology (IT) or Computer Science
• Minimum 3+ years of Strong development and implementation experience across different stages of SDLC using Java, J2EE, Spring, Hibernate, Web technologies and Portal Platforms
• Knowledge in Ant, Maven, build scripts
• Knowledge with tools like SVN, CVS and GitHub for code configuration management
• Strong technical experience in Core Java
• Excellent written and verbal communication skills
• Analytic, creative and business focused problem solver
• Ability to explain issues and resolutions to technical and non-technical staff
Desired Characteristics
• Strong analytical and Influencing skills with proven experience to design / develop solutions in a matrix / global environment
• High energy, Customer Passion & attention to details
• Ability to operate in a fast paced environment with a sense of urgency, ownership, and accountability
• Ability to work under pressure and independently
• Takes ownership of problems and develops sound solution
• Clear, logical and effective verbal as well as written communication skills
• Clearly demonstrate sense of urgency and bias for action
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