The Customer Support Engineer (Telecom) is responsible for handling customer queries, resolving technical issues related to telecom services, coordinating with field teams, and ensuring timely service delivery while maintaining high customer satisfaction.
Key Responsibilities
· Respond to customer complaints via phone, email, or ticketing system.
· Diagnose and troubleshoot telecom-related issues (network, broadband, fiber, SIM activation).
· Provide step-by-step technical guidance to customers.
· Identify faults in telecom infrastructure (OFC, routers, switches, ONT/OLT).
· Coordinate with field engineers for onsite issue resolution.
· Monitor network performance and service outages.
· Log service requests in CRM/ticketing system.
· Track SLA compliance and escalate unresolved issues.
· Prepare daily/weekly service reports.
· Maintain proper documentation.
· Work closely with NOC team and field technicians.
· Escalate critical network issues to higher technical teams.
· Ensure proper closure of service requests.
· Maintain customer satisfaction standards.
· Follow company service policies and telecom regulations.
· Ensure data confidentiality and security.
· Familiarity with routers, fiber networks, and telecom equipment.
· Knowledge of MS Excel & reporting tools.
· Experience in complaint handling or field support.
· Knowledge of fiber optic cable (OFC) systems.
· Location – Madiwala
· 9:30am -6:30pm
· Team Coordination
· Good Communication Skills
Pay: ₹15,000.00 - ₹18,000.00 per month
Work Location: In person
