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 an...