Customer Service Manager

from 5 to 7 year(s) of Experience
Bengaluru

Job Description

Roles and Responsibilities

1


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.

2


Operations


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

3


Technical


Router / Firewall/Switch


Hands on configuration/troubleshooting Experience Router/firewall /routing /switching protocol and etc.,

4


ISP Media Experience


RF/OFC


Hands on experience on RF links & OFC links


4


Reports


Daily /Weekly/Monthly


Report generation on handling operations.


5


Material In/ Out tracking


maintaining material in / out movements.


Material In/ Out tracking


6


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.


7


Field Operations


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.

Industry:Telecom/ ISP

Functional Area:IT Hardware, Technical Support, Telecom Engineering

Role Category:Technical Support

Role:Technical Support Manager

Key Skills

Education-

UG:B.Tech/B.E. - Electronics/Telecommunication, Computers

PG:

Doctorate:

Company Profile

Tikona Infinet Pvt Ltd

Tikona Infinet Limited is engaged in building the next generation wireless broadband services for home and enterprise customers in India. Tikona has an all India class A ISP license granted by the Ministry of Communications, Govt. of India, for this purpose. Tikona envisions a powerful -Broadband enabled India and will make all possible contribution to make this happen. Tikona would also be building a comprehensive services framework that can deliver leading edge voice, video, IT applications and multimedia content services over any broadband or IP centric network. Such a framework can be outsourced by service providers globally, who desire to offer next generation services to their customers. Tikona has engaged the best in class technology partners to build the required capability frameworks. Tikona was founded in mid 2008 by veterans from the telecom industry, who have built some of the largest networks in India for mobile, enterprise, broadband and DTH services. Tikona is adequately funded by top end global investors and is committed to comply with the highest standards of corporate governance.
View Contact Details+

Contact Company:Tikona Infinet Pvt Ltd

Address:3A,,3rd Floor,CORPORA,LBS MARG,BHANDUP, , , MUMBAI, Maharashtra, India