- Customer Support Internet Leased Line/Enterprise Broadband
- Handling Customer support for the region - Bangalore
- CSat feedback / Techcheck of 100% customers
- Overall customer satisfaction more than 9 on scale 1 to 10.
- Conversion of 100% DSat customers to Csat, RCA /SIP/ Customer handling of 100% DSat customers to ensure zero customer DSat
- Accurate Churn prediction and 100% retentioN
- Zero churn on account of service issues.
- 100% compliance on SLA review process & forwarding SLA feedback report with suggested action plan before 30th of every month. SLA Feedback Action Plan tracking & Closure based on targets defined.
- Written Customer Testimonial from IT Head / Top Management for 100% customers
- Video Testimonials from all major customers.
- No Customer Escalation / Complaint at HO
- Customer satisfaction on the Escalation Support during critical issues
- Logging complaint based on escalation levels
- Enabling support to sales team on escalation.
- Handling Technical Operation with Enterprise Support /VPN / O&M / RF NOC/NNOC
- Post Installation Support. Meeting Call Closure parameters On MTTR, Call resolution etc.
- Response to Support desk Mails / HO wired & wireless teams with the required details - Timely Feasibility on Wired / Wireless - 100% POP uptime and Backbone/ Customer links maintenance with higher uptime. Regulatory - Collection of Declaration Letters from HO Customers - Regulatory - Carrying out Audit each internet / VPN customer
Router / Firewall/Switch
Hands on configuration/troubleshooting Experience Router/firewall /routing /switching protocol and etc.,
ISP Media Experience
Hands on experience on RF links & OFC links
Report generation on handling operations.
Material In/ Out tracking
maintaining material in / out movements.
Material In/ Out tracking
- Project Implementation
Handling New Projects - Up gradation - Co-ordination with HO project /Implementation team / customer / Delivery
New Project implementation at field level Timely completion of the project - Timely Installations at central site & at remote locations-I-note collection -Duly signed I-note handing-over to HO-Implementation team on the same day - Customer satisfaction & appreciation on regional project coordination.
Handling customer in field based on escalations
Field visit to be enable at customer end in case of any critical escalations.
Salary: INR 4,25,000 - 5,00,000 PA.
Desired Candidate Profile
UG:B.Tech/B.E. - Electronics/Telecommunication, Computers
Tikona Infinet Pvt Ltd
Contact Company:Tikona Infinet Pvt Ltd
Address:3A,,3rd Floor,CORPORA,LBS MARG,BHANDUP, , , MUMBAI, Maharashtra, India