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This job ad has been posted over 45 days ago...

Job Description
Receive customer complaint TTs (trouble tickets) generated by Customer Care / Sales including any network complaints such as:
1.�Coverage, quality,
2.�No audio, congestion, dialability (incoming/outgoing local/international, on-net/off-net),
3.�Wrong charging, sms, data,
4.�MNP, IR, IN&VAS, etc.
Conduct analysis of complaints and forward to concerned teams for further analysis & resolution
Coordinate and follow up of ‘In Progress’ TTs with concerned teams
Manage resolution within defined timelines associated with a complaint category
Communicate with Customer Care/Sales for effective & timely closure confirmation of customer complaints
Analyze customer complaints trends and co-relate these with network degradations

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The ideal candidate should
Hold a bachelors degree in Electrical/Electronic/Telecom Engineering
Have two to four years of GSM experience
Be a strong team player

Skills Required:

Essential Skills
- Ability to analyse the GSM network architecture, associated network entities & call flows.
- Hands on experience in any one or more fields RF, BSS, NSS, IN & VAS
- Customer focus
- Sound written and verbal communication skills
- Excellent interpersonal skills
- Sound follow up skills
- Proficiency in operating MS Office suite specially MS Excel

Desirable Skills
- Good listening skills
- Ability to translate technical jargon in simple layman terms
- Sound judgment
- Expertise in MS Access/SQL