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Analyst

Maharashtra, India (On-site)

Analyst

3 Months ago • Upto 2 Years • Operations

About the job

3 skills required for this role

Test your skills to join the top 1% applicants for this job

data-analytics

excel

innovation

Job Description

This Analyst role requires strong communication skills, problem-solving abilities, and experience in troubleshooting technical issues. Must have experience in cable or telecom industry. This is a night shift role with a focus on customer satisfaction.

Must have:

Communication Skills
Problem Solving
Technical Issues
Cable Industry

Good to have:

Web Technology
Cable Setup
Excel Knowledge
Root Cause Analysis

Perks:

Global Leader
Fortune 500 Clients

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About the job

Job Description

Voice

Mumbai| Full-time (FT) | Customer Operations

Shift Timings – Night Shift |Management Level – A| Travel Requirements - NA

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

Analyst Role And Responsibilities

Interaction with Techs in field to provide them real time support

Checking status of services on account in diagnostic tools

Ensure to take appropriate steps to resolve customer's problems

Troubleshooting of technical issues related to customer’s services Tier 1.5 support

Communicate effectively and close looping with client in case of observations

Updating status in internal as well as client tools

Meet process expectations with high quality standards and adherence to SLAs

Candidate shall adhere to the information security requirements

Keep a track of all technicians with regards to the jobs assigned to them

Call up customers in case of any delays or to confirm appointments

Answer inbound calls from technicians and/or customers

Provision equipment’s on customers’ accounts once the technician has installed them

Audit work orders for accuracy and make corrections if required

Check for signal levels on all equipment and certify jobs as completed

Call up technicians to verify their status if they are taking longer on the job

Call up customers one hour prior to their appointment window end time to confirm the technician visit time

Call up customers to verify if they are home or not and take another appointment in case of customers being away

Add equipment to account in case there is any work order error or if the customer decided to switch some equipment

Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their appointment

Reschedule jobs based on available schedule of customers and technicians

Ensure customer satisfaction by understanding their needs and customizing the solution

Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment

Fill up the completion report and share with the APM/PM on a daily basis

Collate and share information for all appointments that are cancelled

Technical And Functional Skills

Ability to quickly and efficiently assimilate process knowledge

Good at problem solving and root cause analysis

Professional in conduct/behavior, appearance and communication

Understanding of web technology and cable setup

Needs to have ability to adapt to perpetual changes as per Business requirement.

Must be reliable in terms of attendance and timing

Flexible for 24X7 Shifts (Night shifts)

Ability to multi-task – For Ex: take notes while on the call etc.

Ability of analyzing information and evaluating results to choose the best solution and solve problems

Basic Knowledge of excel

Experience in Troubleshooting related process

Experience in cable or telecom industry

Ability to analyze information and evaluate results to choose the best solution and solve problems

About Us

At eClerx, we serve some of the largest global companies – 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

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