Engineer - Global Customer Service Operations

About the role

• To support customers for the daily down calls, service degradation cases, and service requests.
• Perform First level troubleshooting followed by timely updates to the customer within the prescribed turnaround time.
• Follow up with TCL internal teams for resolution & support.
• Follow up with the customer for customer-end dependency cases.
• Follow up with customers to clear permission issues for last-mile migration.
• Escalation within internal teams for timely restoration of customer services.
• Escalation within customer teams for timely restoration of customer services.
• Use of internal tools for troubleshooting the issues.
• Good communications skills.

Basic knowledge of IP and transmission network

Required Skills

• customer service
• mpls
• network support
• network protocols
• troubleshooting
• ip
• transmission network