Customer Service Executive - Technical Support Center

About the Company

Tata Communications is focused on reshaping connectivity through innovation and intelligence. Its work spans cloud, mobility, Internet of Things, collaboration, security, media services, and network services, with a vision of a more connected communications landscape.

Role Overview

This position centers on handling customer questions and operational concerns while delivering dependable service and meeting defined service levels. The role supports day-to-day business continuity and customer satisfaction by resolving issues promptly and maintaining strong process discipline. It also includes involvement in pilot initiatives and the use of AI-enabled tools for supportive work such as data analysis, prompt-based information retrieval, documentation, diagnostics, and productivity improvement, while core decisions continue to rely on established procedures and human judgment.

Qualifications and Experience

The ideal candidate should be a graduate with 0 to 4 years of relevant experience.

Knowledge and Skills

Applicants should be comfortable with customer service operations, troubleshooting, SLA tracking, escalation handling, communication, collaboration, adaptability to new technologies, AI-assisted documentation, AI-driven diagnostics, AI-enhanced reporting, and basic AI-supported data analysis.

Key Responsibilities

• Address customer queries and operational issues using AI-supported tools together with standard procedures and escalation paths.
• Use available AI-based resources such as chatbots, knowledge repositories, and prompt-driven assistants to speed up information search and first-level troubleshooting where appropriate.
• Review customer data and service patterns with basic analytics tools to spot recurring concerns and suggest improvements.
• Track ticket progress, maintain SLA adherence, escalate pending issues according to guidelines, and ensure cases are closed on time.
• Work with technology and process teams, share feedback on AI tool performance, and contribute to pilot programs for new AI capabilities.
• Verify the quality and accuracy of AI-generated data used in customer communication and reporting.
• Take part in training and skill-building sessions for new technologies, including introductory AI tools relevant to customer service work.
• Help introduce new technologies into customer support practices with an emphasis on gradual improvement and responsible experimentation.
• Record and circulate learnings from AI tool usage to strengthen organizational readiness for wider AI adoption.

Additional Information

This is a full-time, onsite role based in Pune Division, Maharashtra, India.

AI tools are to be used as support mechanisms for tasks such as analysis, retrieval, documentation, diagnostics, and reporting, while core responsibilities continue to be handled through established processes and human expertise.