Engineer Technical Support Group

Responsible for resolving customer complaints related to network experience across 4G, 5G, IoT, FTTx – Home & AirFibre for HSI and VVM services. Analyze complaint trends, identify root causes, and collaborate with cross-functional teams to ensure prompt resolution and minimal impact on customer experience.

Responsibilities

• Investigate and resolve customer complaints via multiple channels (Call center, Circles, THD, email, social media etc).
• Analyze complaint trends, identify patterns and escalate to Cross functional teams/states.
• Able to correlate the alarms/KPI dip with the various customer facing KPIs and take necessary action.
• Collaborate with NPO/NPE/NOC, QA & Geography teams to resolve issues.
• Provide L2 Technical support to geography/THD team.
• Utilize troubleshooting tools and methodologies to identify root causes.
• Provide timely updates to SRs on complaint resolution status.
• Document and track complaints in HPSM system.
• Participate in shift operations (12x7 pattern) as part of TSG team.
• Maintain MTTR & SLA as per the KPI
• Implement industry best practices and adhere to governance processes.

Key Delivarables

• RCA / RCF of Network Complaints (JioFiber, AirFiber (MU & UBR), Mobility (4G & 5G) & IoT
• Faster and effective resolution of SRs
• Effective L2 support to geography teams
• Escalation rate reduction
• Compliance with governance process.
• Churn reduction

Required qualification and skills :

• B.Tech./Diploma Electronics & Communication Engg, Computer Science
• 5 to 7 years with telecom service providers
• Strong analytical skills
• Good in troubleshooting