Customer Service Executive – Network Operations & Support

Job Summary

This role acts as the first technical contact for customers, handling trouble reporting, ticket assignment, escalation management, and basic MPLS troubleshooting.

Responsibilities

• Serve as the initial technical contact point for customers and identify technical issues.
• Assign trouble tickets to appropriate technical teams.
• Manage escalations and respond to customer queries.
• Perform basic troubleshooting and fault isolation for MPLS.
• Maintain productivity and quality according to set standards.
• Handle all TSC emails ensuring adherence to targets.

Requirements

• Graduation in Electronics and Telecom or Computer Engineering.
• Proficiency in using email, internet, Word, and other software.
• Fluency in English; knowledge of a second foreign language is an asset.
• Exposure to ISP operations is preferred.
• Any additional certifications are preferred.
• Knowledge of MPLS/IP routing and protocols.
• 1-3 years of experience in customer front line for trouble reporting.
• Experience in MPLS basic troubleshooting and fault isolation.
• Experience handling escalations and working in shifts.
• Excellent listening, communication, analytical, and problem-solving skills.
• Good customer handling capabilities and ability to work under pressure and shifts.
• Good interpersonal skills.

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