Customer Service Analyst – Voice Process (Open to Persons with Disability)

About the role

The Customer Service Analyst will support field technicians and customers in a voice‑based process, ensuring real‑time issue resolution and adherence to service level agreements. This position is open to candidates with disabilities and involves both inbound and outbound communications.

Key responsibilities

• Interact with field technicians to provide real‑time support and monitor service status using diagnostic tools.
• Handle inbound and outbound calls, schedule appointments, verify technician and customer availability, and ensure timely completion of jobs.
• Audit work orders, update equipment information, and certify job completion after checking signal levels.
• Communicate observations to clients, maintain accurate records in internal and client tools, and meet SLA and quality standards.

Required profile

• Strong communication and interpersonal skills with a professional demeanor.
• Ability to quickly learn processes, solve problems, and adapt to 24×7 shift schedules.
• Reliable attendance and punctuality, with flexibility for night shifts.

Required skills

• Basic knowledge of Excel.
• Understanding of web technology and cable setup.
• Experience in troubleshooting technical issues in telecom or cable environments.