Roles and Responsibilities
Customer Support Internet Leased Line/Enterprise Broadband
Handling Customer support for the region - Bangalore
1) CSat feedback / Techcheck of 100% customers
2) Overall customer satisfaction more than 9 on scale 1 to 10.
3) Conversion of 100% DSat customers to Csat, RCA /SIP/ Customer handling of 100% DSat customers to ensure zero customer DSat
4) Accurate Churn prediction and 100% retention
5) Zero churn on account of service issues.
6) 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.
7) Written Customer Testimonial from IT Head / Top Management for 100% customers.
8) Video Testimonials from all major customers.
9) No Customer Escalation / Complaint at HO
10)Customer satisfaction on the Escalation Support during critical issues
11) Logging complaint based on escalation levels
12) Enabling support to sales team on escalation.
Handling Technical Operation with Enterprise Support /VPN / O&M / RF NOC/NNOC
1) Post Installation Support. Meeting Call Closure parameters On MTTR, Call resolution etc.
2) 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
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.
Desired Candidate Profile
B.E /B.Tech with CCNA & CCNP certification
Perks and Benefits
Salary: INR 4,00,000 - 5,50,000 PA.
Role Category:Technical Support
Role:Technical Support Manager
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