About the job

SummaryBy Outscal

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.

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.

About The Company

Punjab, India (On-Site)

Maharashtra, India (On-Site)

Chandigarh, India (On-Site)

View All Jobs

Similar Jobs

Kwalee - Data Analyst

Karnataka, India (Hybrid)

Kwalee - Data Analyst

England, United Kingdom (Hybrid)

Sunday - Data Analyst Intern (f/m/d)

Hamburg, Germany (Hybrid)

Blizzard Entertainment - Test Analyst, WoW Classic

California, United States (Hybrid)

VGW - Responsible Social Gameplay Analyst

Metro Manila, Philippines (On-Site)

Easygo - Legal and Compliance Senior Analyst Brazil

State Of São Paulo, Brazil (On-Site)

Easygo - Product Design Analyst

Victoria, Australia (On-Site)

Similar Skill Jobs

Aristocrat Gaming - Quality Inspector

Nevada, United States (On-Site)

PlayStation Global - Product Owner, Technical Services

California, United States (On-Site)

PlayStation Global - Director, IP Licensing

California, United States (Hybrid)

Samsung Semiconductor - Senior Manager, Memory Sales

California, United States (Hybrid)

Warner Bros. Games - Unreal Engine Artist, CNN Design

Georgia, United States (Hybrid)

PTW - Junior Post-Production Coordinator

England, United Kingdom (Hybrid)

PTW - Audio Editor

England, United Kingdom (Hybrid)

Jobs in Mumbai, Maharashtra, India

Kwalee - Product Manager

Karnataka, India (Hybrid)

Kwalee - Data Analyst

Karnataka, India (Hybrid)

Kwalee - Creative Producer

Karnataka, India (Hybrid)

Quizizz - Subject Matter Expert, Mathematics

Karnataka, India (On-Site)

Tama Systems India Private Limited - Embedded Engineer

Karnataka, India (On-Site)

The Rosary School (TRS) - Admission Counselor

Maharashtra, India (On-Site)

Mott MacDonald - BIM Engineer/Technician (Revit Structure)

Maharashtra, India (On-Site)

Neur XR Studios - 3D Artist

Tamil Nadu, India (On-Site)

Kratos Gamer Network - Game Success Manager

Karnataka, India (On-Site)

Madison Logic - Sr. Product Designer

Maharashtra, India (On-Site)

Operations Jobs

2K - Director of Customer Success

Oregon, United States (On-Site)

Kratos Gamer Network - Game Success Manager

Karnataka, India (On-Site)

company3methodstudios - Coordinator, Production Operations

New York, United States (On-Site)

Magic Leap - Director, Opto-Mechanical Engineering

Colorado, United States (Hybrid)

PUBG Corporation - HR Coordinator EMEA

North Holland, Netherlands (On-Site)

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug