Customer Contact Comms Senior Analyst-Voice
Designation: Customer Contact Comms Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:English(International) - Expert
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Role Description Advisors handle and resolve network-related cases escalated to the Service Support team, ensuring issues are addressed within SLAs. They analyse customer complaints to identify broader network issues and escalate recurring problems to service providers for prompt resolution, helping maintain service stability and quality. Role overview Mid-level (CL10) Second Line Support role responsible for resolving escalated network-related cases to ensure minimal disruption and SLA adherence. Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for? skills and competencies • Strong technical troubleshooting skills• Analytical problem-solving capability• Clear communication• SLA and risk awareness Experience and qualifications • 2–5 years in technical or telecom support• Experience in escalation handling preferred
Roles and Responsibilities: Key responsibilities • Manage escalations from Service Support• Diagnose network and SIM-related issues• Maintain service stability and quality• Document resolutions and root cause findings• Collaborate with technical teams
Mumbai
Igualdad de oportunidades laborales
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