Customer Support Executive Jobs - Pune - WIPRO

Customer Support Executive

WIPRO

0 Years

17000 - 32000 Monthly

Expired

Posted: 08 Feb 16

Job Description:

(Australian Telecom Process, Client TELSTRA )

Australian biggest brand “Telstra” its direct interaction with onsite Telecom Technician to get the services

(cut over) activated at customer’s premises for Fixed Landline and Broadband through

Fiber optic Network.

Skill Set:

Graduates and undergraduates with minimum of 1 year experience in an International voice process.
Fresher’s are not eligible.
Candidate should possess EXCELLENT COMMUNICATION SKILLS IN ENGLISH.
Candidate should possess all the relevant document of previous experience.

Specifications:

Handling calls for Telstra Technician and Case Manager’s to resolve customer issues with Fixed landline and Internet service.
End to end trouble shooting on NTD (network termination device) and HNG (Home network gateway) Modem /Routers.
Helping customer to set password for the routers.
Connecting their Landline phones to the modem wired as well as wireless using Gigaset phones by setting Wi-Fi connection with wireless routers and modem.
Giving first call resolution by Activating the incoming calls once the connection are proper and if the customer is able to browse internet and also make calls from the phone connected to modem .
If the issues are still not resolve then getting it resolved by calling onshore escalation to seek help in getting customer or technician issues resolved providing FCR (first call resolution)
Activation -Deactivation of ADSL and POTS Services
Assigning network path,PGS (pair gain System).
Programming the network and assigning the orders to field tech for jumpering.

Benefits:

Provides true visibility and accountability for Incident
Drives efficiency, discipline and productivity for incident
Improves customer satisfaction / reduces complaints, escalations and improves service levels.