Customer Service Executive - Hybrid Network Services Service Delivery

Responsible for all operations & trouble shooting with respect to installation support, network service configurationThis is an operational role which is responsible for delivering results that have direct impact on the achievement of results for projects undertaken as per business requirements
Responsibilities
Ensure configuration task completion for Enterprise/Wholesale customers with clean deployments within the SLAsConduct change management, turnup and migrations requestsStandard testing and troubleshooting of installs/activation post ProvisioningValidate wiring connections & schedule dispatches with field operationsRegularly participates in important projects or activities as a full contributing team memberEnsure all installation functions are performed in a timely fashion to meet agreed SLA s/KPI sPerform escalation management, wherever necessary and in case project is in jeopardy

Minimum qualification & experience
Relevant experience in network infrastructure project management and on field experience
Desired Skill sets
Understanding of Provisioning process, Telephone, Internet, Data, Service ActivationKnowledge in switch and router configuration

Job Responsibilities:
Responsible for delivering orders for Enterprise customers along with supporting service activation over the MSP and Legacy Core MPLS networks and thereby enabling customers to do business
We play a critical role in enabling customers to do business in an increasingly connected worldDeep knowledge of telecoms is required alongside excellent communication, reporting, stakeholder management, critical thinking and influencing skillsResponsible for creating consistent experience for stakeholders and enabling better customer experience by ownership of responding and resolving to the queries into Service Delivery and Supplier ManagementResponsible for driving and resolving queries relating to WAN orders progressing and enabling better customer experience into Customer delivery
Task ManagementFallout ManagementStakeholder ManagementQuality ManagementEnsure that all the queries are performed in a timely fashion to meet agreed SLA sIdentify issues and challenges and provide solutions proactivelyWork closely with key stakeholders , Suppplier and Customer to meet the timelines setDiagnoses, troubleshoots and resolves problems, and takes corrective action when necessaryAdhere to clear escalation process and align the customer delivery & right first timeStrong communication and stakeholder management skillsImprove customer experience (NPS)