indeed
Customer Service Executive - Network Operations & Support
Tata Communications
Riyadh, KSA
Full-time
Mid-Senior
Onsite
Discovered 4 days ago
technical customer supporttrouble ticket assignmentescalation managementMPLS troubleshootingfault isolationMPLS/IP routing and protocols
Free
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technical customer supporttrouble ticket assignmentescalation management
Role Overview
The role serves as the first customer contact for technical trouble reporting, ticket assignment, escalation management, and basic MPLS troubleshooting and fault isolation.
Key Skills for This Role
technical customer supporttrouble ticket assignmentescalation managementMPLS troubleshootingfault isolationMPLS/IP routing and protocols
Full Job Posting
Position Summary
The role serves as the first customer contact for technical trouble reporting, ticket assignment, escalation management, and basic MPLS troubleshooting and fault isolation.
Major Responsibilities
- Act as the first technical point of contact and identify customer technical problems.
- Assign trouble tickets to the appropriate technical teams.
- Maintain productivity and quality according to set standards.
- Handle TSC emails and ensure targets are met.
- Handle escalations and customer queries.
Qualifications
- Graduation in Electronics and Telecom or Computer Engineering.
- Ability to use email, the internet, Word, and other software.
- Fluency in English is required; a second foreign language is an asset.
- Exposure to ISP operations is preferred.
- Any other certification is preferred.
- Knowledge of MPLS/IP routing and protocols.
Experience
- 1 to 3 years of experience in customer front-line trouble reporting, MPLS troubleshooting and fault isolation, escalation handling, and shift work.
Skill Requirements
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