Customer Service Executive – Network Operations & Support

About the role

The Customer Service Executive will act as the first technical point of contact for Tata Communications' customers, handling trouble reports, ticket assignment, and escalation management within the Network Operations & Support team. The role focuses on ensuring high productivity, quality standards, and timely resolution of MPLS‑related issues.

Key responsibilities

• Receive and log customer trouble reports as the front‑line technical contact.
• Assign tickets to appropriate technical teams and monitor progress.
• Manage escalations and coordinate with internal teams to resolve issues.
• Perform basic MPLS troubleshooting and fault isolation.
• Handle all TSC emails, ensuring service level targets are met.
• Maintain productivity and quality metrics according to set standards.

Required profile

• Graduation in Electronics, Telecom or Computer Engineering.
• 1‑3 years of experience in customer front‑line trouble reporting, MPLS troubleshooting, and escalation handling.
• Proficiency with email, internet, and Microsoft Word.
• Fluent English; a second foreign language is an asset.
• Exposure to ISP operations and relevant certifications are preferred.

Required skills

• MPLS
• IP Routing
• Network troubleshooting

What we offer

• Opportunity to work in a global telecom environment.
• Professional development through exposure to advanced network services.