Job Description
Responsible for resolving customer complaints related to network experience across 4 G, 5 G, Io T, FTTx – Home & Air Fibre 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 (Jio Fiber, Air Fiber (MU & UBR), Mobility (4 G & 5 G) & Io T
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
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 (Jio Fiber, Air Fiber (MU & UBR), Mobility (4 G & 5 G) & Io T
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
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