JOB CATEGORY
EMPLOYMENT TYPE
Full-time
JOB LEVEL
Entry level
YEARS OF EXPERIENCE
3-4 Years
LANGUAGE
English
Description
TCS (Tata Consultancy Services LTD) India, Mumbai
Process Associate
October 8th 2013 to September 29th 2014
Australian Giant - Telecom project (Telstra) which provides ADSL, PSTN, FTTP & Broadband & Telephony services.
RESPONSIBILITIES:
- Rectifying the issues with pending orders which deals with service activation.
- Dealing with Client Management & Relationship Team
- Interacting with Internal and External Stakeholders via emails & calls.
- Communicating with Field technicians to check the progress of service activation.
- Interacting with Business customers via emails & calls to inform about the service delay.
- Follow up with Internal technical team to remove the errors with the pending service orders.
- Documentation, Data control and making notes for future reference.
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Sutherland Global Services LTD India, Mumbai
Technical Support officer, SME(Subject Matter Expert) & Tier 2 support
September 20 2011 to Oct 3rd 2013
American telecommunications process. (AT&T) which provides Broadband Internet, IP telephone & IPTV services.
RESPONSIBILITIES:
- Troubleshooting for Broadband Internet, IP telephone & IPTV services via web remote access, web chat and calls.
- Rectifying technical issues via workflow engine which is a software application wherein it helps to resolve the problem.
- Running quality test via QC system tool to check the customers network line.
- Scheduling technician appointment via calls if the problem persists.
- Checking with the field deployment team about the appointment status.
- Creating new orders as per clients request which includes Internet speed package, data plan, bundle offers and modem. Also includes cancellation and rescheduling service appointments.
- Managing Escalation cases transferred from Tier 1 agents.
- Assisting new agents with their process related queries.
- Documentation and creating notes
*******************************************************************************Sparsh - Intelenet India, Mumbai
CSA(Customer Service Associate)
27th July 2009 to 31st May 2011
- Assisting the customers with the insurance policy details.
- Explaining the benefits of Insurance policy via phone calls & Emails.
- Sending reminders via emails with regards to policy premium due date.
- Documentation for future reference.
- Managing IT help desk and helped the office organization with the installation of process related software's and applications.
- Windows installation and formatting.
Information
