Customer Service Executive – Technical Support Center

About the role

The Customer Service Executive in the Technical Support Center will ensure high‑quality service delivery for Tata Communications’ network customers. The role focuses on rapid incident resolution, minimizing downtime and maintaining strong communication with both customers and internal teams.

Key responsibilities

• Perform first‑level diagnosis and troubleshooting of IP networking, transmission and Wi‑Fi infrastructure issues.
• Provide timely updates to customers within defined turnaround times and maintain professional communication.
• Coordinate with NOC, field engineers and other internal groups to accelerate problem resolution.
• Manage customer dependencies such as access approvals and on‑site support to avoid delays.
• Identify critical incidents and follow escalation matrices to ensure priority handling.
• Participate in service review meetings, delivering transparent status reports.
• Analyze processes and performance metrics, proposing improvements for service efficiency.

Required profile

• Strong problem‑solving and analytical abilities.
• Customer‑centric mindset with excellent verbal and written communication.
• Ability to work under pressure, coordinate multiple stakeholders and take ownership of issues.
• Commitment to continuous learning and technical skill development.

Required skills

• IP networking
• Transmission technologies
• Wi‑Fi infrastructure
• CCNA certification (preferred)