Customer Operations Analyst

Analyst

Description

CO - DTS

Pune | Full-time (FT) | Customer Operations

Shift Timings – Night Shift |Management Level – A| Travel Requirements - NA

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

Analyst 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 customer’s 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

Technical and Functional Skills:

• Basic knowledge of Computer and/or telecom technology 
• 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 – For Ex: take notes while on the call etc.