Analyst

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 THE TEAM

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Digital is the trusted partner of choice to the world's largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees - at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket - applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital's innovative delivery model drives the 'metrics that matter' for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.

Full time