Customer Service Executive - Network Operations & Support
Riyadh, Riyadh Province, Saudi Arabia · Full Time
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- Experience
- 1–3 yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Education
- Graduation in Electronics and Telecom/Computer Engg
- Resume
- Required to apply
Where you'll work
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Job description
About Tata Communications
Tata Communications pioneers innovative connectivity solutions by leveraging Cloud, Mobility, Internet of Things (IoT), Collaboration, Security, Media services, and Network services to create a new era of communication technologies.
Position Overview
The Technical Support Engineer serves as the primary technical contact for customers reporting issues, responsible for directing trouble tickets to the appropriate technical teams and managing escalations effectively. Additionally, they perform basic MPLS troubleshooting and fault isolation.
Primary Responsibilities
- Act as first technical contact for customer issue identification and support.
- Maintain productivity and quality according to established standards.
- Manage and respond to all Technical Support Center (TSC) emails ensuring adherence to targets.
- Handle customer escalations and inquiries promptly and professionally.
Performance Metrics
- Assessment based on qualitative (25%) and quantitative (25%) task performance.
- Achieving satisfactory test scores.
- Keeping individual qualified escalations from operations teams below three, taking initiatives, and receiving recognition from both internal teams and customers.
- Customer Satisfaction (CSAT), transaction feedback, and dipstick survey results.
- Team performance and attendance monitoring (absenteeism).
Required Qualifications
- Bachelor's degree in Electronics and Telecommunications, Computer Engineering, or related field.
- Proficiency with email, internet, Microsoft Word, and other software applications.
- Fluency in English; proficiency in a second foreign language is advantageous.
- Experience or exposure to Internet Service Provider (ISP) operations preferred.
- Relevant certifications are a plus.
- Knowledge of MPLS/IP routing and protocols.
Experience Required
- 1 to 3 years of experience in frontline customer support for trouble reporting.
- Hands-on experience with MPLS troubleshooting and fault isolation.
- Proven capability to manage escalations and work in shift-based environments.
Top Skills
- Excellent listening and communication abilities.
- Strong analytical and problem-solving aptitude.
- Effective customer handling skills.
- Ability to perform well under pressure and adapt to shift schedules.
- Good interpersonal skills.
Minimum education
Bachelor's Degree