Customer Service Executive - Technical Support Center

About the Company

Tata Communications focuses on transforming connectivity through advanced digital capabilities. Its portfolio spans cloud, mobility, IoT, collaboration, security, media services, and network services, with the goal of shaping a more intelligent communications ecosystem.

Role Overview

This role is centered on delivering dependable customer support, resolving incidents quickly, and maintaining a high level of customer satisfaction. The position supports service assurance by tracking and handling customer issues, reducing downtime, and coordinating closely with both internal teams and external stakeholders. It also involves technical diagnosis, customer updates, and ongoing process refinement to improve service quality.

Key Responsibilities

• Carry out initial diagnosis and troubleshooting for network-related problems, with practical knowledge of IP networking, transmission systems, and Wi-Fi environments.
• Work to reduce service interruptions and keep connectivity stable and uninterrupted.
• Share timely, accurate progress updates and ensure commitments are met within the agreed turnaround time.
• Communicate in a clear, professional manner with customers throughout issue handling.
• Coordinate effectively with NOC, field teams, and engineering teams to speed up resolution.
• Manage customer dependencies such as access approvals and on-site support requirements to avoid delays.
• Recognize high-priority or critical incidents and escalate them according to the defined escalation process.
• Take part in service review discussions and maintain a sense of ownership and transparency.
• Review workflows, monitor performance, and recommend improvements that strengthen service delivery.
• Build technical capability continuously and stay current on complex systems and best practices.

Required Skills and Competencies

• Technical troubleshooting and first-level incident diagnosis
• IP networking fundamentals
• Transmission technologies knowledge
• Wi-Fi infrastructure understanding
• Customer communication and stakeholder handling
• Coordination and follow-up
• Problem-solving and analytical thinking
• Ability to perform under pressure
• Accountability and ownership
• Process improvement mindset
• Verbal and written communication skills

Preferred Qualification

CCNA certification is preferred for this position.

Key Competencies

• Strong problem-solving ability
• Customer-first approach
• Good coordination and follow-through
• Comfortable working in high-pressure situations
• Ownership-driven and accountable work style