Engineer – Consumer Service Assurance (Fixed)
Gratitude IncEngineer – Consumer Service Assurance (Fixed)
Job Description
Key Skills
73 candidate(s) have already applied for this Job. Apply now
Engineer – Consumer Service Assurance (Fixed)
Location: Pune / Kolkata
Experience: 5–8 Years
Salary: Up to ₹9 LPA (₹75,000/month)
About the Role
We are looking for an experienced Engineer – Consumer Service Assurance (Fixed) to manage telecom service assurance operations and ensure timely resolution of customer issues and trouble tickets.
The role involves coordinating with customer service teams and service partners, monitoring SLA performance, handling escalations, improving service quality, and supporting technical teams through coaching and training.
What You’ll Do
Manage daily Fixed Consumer Service Assurance operations.
Monitor customer trouble tickets and ensure timely assignment and resolution.
Track pending and ageing tickets until they are resolved.
Ensure service requests are completed within agreed SLA and quality targets.
Handle customer and business-team escalations.
Work with customer service teams and external service partners to resolve issues.
Coach and mentor Customer Service Representatives and Team Leaders.
Conduct training and support trainers working with outsourced partners.
Monitor service quality and perform required quality checks.
Prepare and share weekly and monthly performance reports.
Maintain process documents, work instructions, and training materials.
Support process improvement, testing, UAT, and system implementation activities.
Work with internal teams and partners to improve productivity and QA results.
Support assigned projects and ensure timely completion.
Identify operational risks and opportunities for improvement.
What We’re Looking For
5+ years of experience in the Telecom industry.
At least 4 years of experience in a BPO/operations role.
Bachelor's degree.
CCNA certification is required.
Good knowledge of telecom service assurance and trouble-ticket management.
Strong English communication skills, both written and spoken.
Good analytical and problem-solving skills.
Good knowledge of Microsoft Office.
Experience handling escalations, SLAs, customer issues, and service partners.
Experience in training, coaching, quality management, or team performance is preferred.
Important
Ex-TCS employees cannot apply.
PAN and DOB are required for profile creation.
Questionnaire
Please complete the questionnaire using the link below:
Questionnaire Link: https://myglit.com/lateral/cref/a5502f9d80
Role
Customer Service Analyst
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
Legal Operations Specialist – US Client Support
Gratitude Inc5 - 11 Year(s)
₹ 80 - ₹ 90 Thousand p.m
Bangalore, India
DERM Lead
Gratitude Inc9 - 15 Year(s)
Confidential
Hyderabad, India
1 - 10 Year(s)
₹ 25 - ₹ 40 Thousand p.m
Bangalore, India
Campaign Scheduling Specialist – Broadcast & Media Ops
Gratitude Inc2 - 9 Year(s)
₹ 60 - ₹ 70 Thousand p.m
Mumbai, India
U.K. Payroll specialist @MNC IT Company Kolkata
Gratitude Inc3 - 6 Year(s)
₹ 50 - ₹ 65 Thousand p.m
Kolkata, India
PROCUREMENT OPERATIONS - RUSSIAN
Gratitude Inc1 - 4 Year(s)
₹ 50 - ₹ 54 Thousand p.m
Hyderabad, India
Data Analyst (Spanish)
Gratitude Inc1 - 3 Year(s)
₹ 45 - ₹ 75 Thousand p.m
Thane, India
Tax Accounting – Senior Process Associate
Gratitude Inc4 - 8 Year(s)
₹ 50 - ₹ 75 Thousand p.m
Hyderabad, India
CUSTOMER SERVICE EXECUTIVE
Gratitude Inc1 - 25 Year(s)
₹ 5 - ₹ 15 Thousand p.m
Hyderabad, India
SuccessFactors & HRO Team Lead - Mumbai
Gratitude Inc5 - 10 Year(s)
₹ 60 - ₹ 70 Thousand p.m
Mumbai, India