Customer Service Executive Network Operations & Support

About Tata Communications

Tata Communications is a global digital ecosystem enabler that redefines connectivity through innovation and intelligence. The company drives the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services, and Network services, envisioning a New World of Communications.

The Role of Technical Support Engineer

Tata Communications is seeking a Technical Support Engineer to join its team in Riyadh. This full-time position is ideal for candidates with 0-1 years of experience who are ready to serve as the primary technical point of contact for customers and manage trouble reporting and resolution processes.

Key Responsibilities

• Serve as the first point of contact for customers from a technical perspective, identifying technical problems.
• Maintain optimum productivity and quality in line with established standards.
• Handle all Technical Support Center (TSC) emails, ensuring adherence to targets.
• Manage escalations and customer queries effectively.
• Assign trouble tickets to appropriate technical teams.
• Perform basic troubleshooting and fault isolation for MPLS issues.

Performance Indicators

Performance in this role will be assessed based on several key indicators, ensuring both individual and team effectiveness:

• Task-wise performance assessment (25% qualitative + 25% quantitative).
• Test scores.
• Fewer than three individual qualified escalations received from operations teams, coupled with initiatives taken and appreciation from internal teams and customers.
• Customer Satisfaction (CSAT) / Transaction Feedback / Dipstick Survey results.
• Overall team performance.
• Absenteeism rates.

Experience and Work Type

This position requires 0-1 years of experience in a relevant field. The role is designated as full-time, based in Riyadh.