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Unified Communications and Network Services. (C1) logo
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
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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Subodh Popalwar's profile image

Subodh Popalwar

Software Engineer, Memorres
For 2 years, I had trouble finding a company with good work culture and a role that will help me grow in my career. Soon after I started using Cutshort, I had access to information about the work culture, compensation and what each company was clearly offering.
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Subodh Popalwar's profile image

Subodh Popalwar

Software Engineer, Memorres
For 2 years, I had trouble finding a company with good work culture and a role that will help me grow in my career. Soon after I started using Cutshort, I had access to information about the work culture, compensation and what each company was clearly offering.
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