Analyst

Analyst Role and responsibilities :

• Interaction with Techs in field to provide them real time support
• Checking status of services on account in diagnostic tools
• Ensure to take appropriate steps to resolve customer's problems
• Troubleshooting of technical issues related to customer's services Tier 1.5 support
• Communicate effectively and close looping with client in case of observations
• Updating status in internal as well as client tools
• Meet process expectations with high quality standards and adherence to SLAs
• Candidate shall adhere to the information security requirements
• Keep a track of all technicians with regards to the jobs assigned to them
• Call up customers in case of any delays or to confirm appointments
• Answer inbound calls from technicians and / or customers
• Provision equipment's on customers' accounts once the technician has installed them
• Audit work orders for accuracy and make corrections if required
• Check for signal levels on all equipment and certify jobs as completed
• Call up technicians to verify their status if they are taking longer on the job
• Call up customers one hour prior to their appointment window end time to confirm the technician visit time
• Call up customers to verify if they are home or not and take another appointment in case of customers being away
• Add equipment to account in case there is any work order error or if the customer decided to switch some equipment
• Coordinate with technicians and re-assign jobs if some technicians are unable to make it to their appointment
• Reschedule jobs based on available schedule of customers and technicians
• Ensure customer satisfaction by understanding their needs and customizing the solution
• Coordinate with DOJ / DOI team in case of any issues with regards to provisioning or adding equipment
• Fill up the completion report and share with the APM / PM on a daily basis
• Collate and share information for all appointments that are cancelled

Technical and Functional Skills :

Skills Required

customer communication