Network & Svcs Operation New Associate

Skill required: Network Customers Operations - Customer Service Management
Designation: Network & Svcs Operation New Associate
Qualifications:Any Graduation
Years of Experience:0 to 1 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? " The network, whether physical or virtual, relies on a large staff to keep it running 24x7 — and it is that staff which consumes the bulk of operational budgets. Network elements are constantly changing, as are the ways each is deployed. Virtual network functions still require hardware, while routers and base stations require complex software. All of this must be maintained, updated and configured. An operator’s construction, maintenance, activation and trouble management functions typically include both inside and outside staff which is taken care by Work Force Management Team scheduling Technician Dispatches The team works on workforce management solution with different stake holders and work on various Tickets/cases which are actioned resolved accordingly in coordination with multiple vendors/teams. Good Customer Support Experience preferred with good networking knowledge An approach to manage organizations interaction with current and potential customers. It uses data analysis about customers history with the organization to improve business relationships with customers, specifically focusing on customer retention, enhancing customer satisfaction and ultimately driving sales growth."
What are we looking for? "•Ability to perform under pressure •Ability to handle disputes •Ability to meet deadlines •Strong analytical skills •Written and verbal communication College graduate of any full-term course? Excellent English speaking and writing skills is a must (with trainable on Technical Process)? Superior language and customer service mindset? Basics of Microsoft Word / Excel / PPT? Representative should be quick learner and adapt the new learnings within the Project? Good communication skills over all the channels, i.e. Chat, Email and Calls? Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client. New ways of working and a changing environment requires the ability to quickly learn and adapt? Ability to multitask and adopt to change is must? "
Roles and Responsibilities: "This position will be the primary interface point between client and Vendors across globe in delivering: Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? Receives client tickets to manage, coordinate and perform site access, Material receipts/shipments, technical engineer dispatch to site and similar operation function within required/limited time (SLO driven)? Coordinates customer requested work to be completed by the field technicians and ensures completion •?This position will be the primary interface point between client and Vendors across globe in delivering: Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? Receives client tickets to manage, coordinate and perform site access, Material receipts/shipments, technical engineer dispatch to site and similar operation function within required/limited time (SLO driven)? Coordinates customer requested work to be completed by the field technicians and ensures completion? Logs customer/client/Vendor problem/request/issues in ticketing tools and ensures proper documentation? Manages the database for dispatch of metro-based field technicians? Performs root cause analysis to operational problems and follows defined procedures to resolve correctly and update tools and documents accordingly.?? Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.? Documents troubleshooting efforts and customer information in data capture tool as and when required, transfers call or promptly notifies responsible party for resolution? May need to support client report preparation and presentation? Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention?? Demonstrates understanding of the customer’s needs and maintains high customer satisfaction ratings? Maintains and update various tools (order entry, incident management, knowledge management and client information systems) and service desk procedures? Reviewing knowledge database and documents and update them regularly based on learnings and provide coaching to rest of the team?? May perform follow up on incidents with customer to ensure customer satisfaction? Identify process improvement opportunities? May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction?