Job Description

Job Description
This role involves handling customer complaints for services
on products like ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa), and MCC. It also
requires a strong knowledge of NGFW and UTM security solutions. SME-level
expertise is essential to address complex issues related to reachability,
application performance, throughput, and degradation. This operational role is
focused on delivering outcomes that directly impact day-to-day operations and
improve customer satisfaction. Additionally, it requires an in-depth
understanding of customer network solutions for the mentioned products to
ensure quicker troubleshooting.

Responsibilities
1. Provide support for managing incidents and escalations
related to customer issues.
2. Manage customer queries, resolve issues, and ensure
positive customer experience by offering Single Point of Contact (SPOC) support
for critical and high revenue customers.
3. Collaborate with CFT teams to address escalations,
monitor performance issues, and manage outages.
4. Preparing Root Cause Analysis (RCA) reports for complex
and escalated cases and implementing Preventive Corrective Actions (PCA) to
ensure complete resolution and customer satisfaction.
5. Supervise, provide technical training, and motivate team
members to achieve business goals and provide high-quality customer service.
6. Participate in customer meetings to manage and address
customer concerns, ensuring all pain points are tracked down and resolved to
closure.
7. 24/7 shifts, mainly supporting USA and Europe time zone customers.
8. Audit customer configuration and initiate corrective action internally for dedicated customer.
Desired Skill sets
1. Strong leadership and communication skills.
2. Good knowledge of troubleshooting on products such as
ILL, MPLS (L3VPN/L2VPN), SDWAN (Versa) and MCC.
3. Certifications - CCNA, VERSA - VNX 100, Knowledge on VNX
300 and 325, Zscaler.
4. Maintains awareness of the latest technologies in the
domain