Role and responsibilities:
- Interaction with Techs in field to provide them real time support
- Checking status of services on account in diagnostic tools
- Ensure to take appropriate steps to resolve customer's problems
- Troubleshooting of technical issues related to customerās services Tier 1.5 support
- Communicate effectively and close looping with client in case of observations
- Updating status in internal as well as client tools
- Meet process expectations with high quality standards and adherence to SLAs
- Candidate shall adhere to the information security requirements
- Keep a track of all technicians with regards to the jobs assigned to them
- Call up customers in case of any delays or to confirm appointments
- Answer inbound calls from technicians and/or customers
- Provision equipmentās on customersā accounts once the technician has installed them
- Audit work orders for accuracy and make corrections if required
- Check for signal levels on all equipment and certify jobs as completed
- Call up technicians to verify their status if they are taking longer on the job
- Call up customers one hour prior to their appointment window end time to confirm the technician visit time
- Call up customers to verify if they are home or not and take another appointment in case of customers being away
- Add equipment to account in case there is any work order error or if the customer decided to switch some equipment
- Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their appointment
- Reschedule jobs based on available schedule of customers and technicians
- Ensure customer satisfaction by understanding their needs and customizing the solution
- Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment
- Fill up the completion report and share with the APM/PM on a daily basis
- Collate and share information for all appointments that are cancelled
Technical and Functional Skills:
- Good communication and interpersonal skills
- Ability to quickly and efficiently assimilate process knowledge
- Good at problem solving and root cause analysis
- Professional in conduct/behavior, appearance and communication
- Understanding of web technology and cable setup
- Ability of analyzing information and evaluating results to choose the best solution and solve problems
- Needs to have ability to adapt to perpetual changes as per Business requirement.
- Must be reliable in terms of attendance and timing
- Flexible for 24X7 Shifts (Night shifts)
- Basic Knowledge of excel
- Experience in Troubleshooting related process
- Experience in cable or telecom industry
- Ability to analyze information and evaluate results to choose the best solution and solve problems
- Ability to multi-task ā For Ex: take notes while on the call etc.