Engineer - Customer Service Operations (Pune)

Key Responsibilities Monitor customer services and ensure service uptime and performance Act as a single point of contact (SPOC) for service assurance-related customer issues Handle incident management, fault tracking, and resolution coordination Ensure timely resolution of tickets within agreed SLAs Coordinate with NOC, field teams, and vendors for troubleshooting and closure Provide regular updates to customers on incidents and service status Perform root cause analysis (RCA) for recurring issues Maintain accurate records of incidents, complaints, and resolutions Manage and resolve customer escalations effectively Ensure high levels of customer satisfaction (CSAT) Identify trends and suggest preventive and corrective actions Key Skills & Competencies Good understanding of service assurance / operations processes Basic knowledge of networking/telecom services (internet, MPLS, leased line preferred) Strong customer handling and communication skills Problem-solving and analytical ability Ability to manage multiple issues in a rapid-paced environment Coordination and stakeholder management skills Familiarity with ticketing tools / CRM systems Apply on Kit Job: kitjob.in/job/4mv107