Engineer - Global Customer Service Operations

Job Description - Residential Engineer Role Overview This position is responsible for ensuring high-quality service delivery, efficient issue resolution, and overall customer satisfaction. The role directly contributes to Service Assurance by managing customer incidents, minimizing downtime, and maintaining strong coordination with internal and external stakeholders. The individual is expected to handle technical troubleshooting, customer communication, and process improvements to enhance service performance. Key Responsibilities Technical Troubleshooting & Support Strong technical knowledge in IP networking, Transmission technologies, and Wi-Fi infrastructure. Perform first-level diagnosis and troubleshooting of network-related issues. Minimize service disruptions and ensure seamless connectivity. Customer Communication & TAT Adherence Provide timely and accurate updates within defined TAT. Maintain clear and professional communication. Coordination with Internal Teams Engage with NOC, Field Teams, and Engineering teams. Ensure smooth collaboration and faster issue resolution. Customer Dependency Management Coordinate for access, approvals, and on-site support. Minimize delays due to dependencies. Escalation Management Identify critical issues and escalate as per matrix. Ensure urgent handling of priority cases. Certifications & Technical Capability CCNA certification preferred. Customer Engagement & Review Calls Participate in service review meetings. Maintain transparency and ownership. Process Improvement & Performance Monitoring Review processes and analyze performance. Suggest improvements for service enhancement. Communication Skills Strong verbal and written communication. Ability to work with technical and non-technical stakeholders. Learning & Development Continuously develop technical skills. Understand complex systems and best practices. Key Competencies Problem-solving & analytical thinking Customer-centric approach Strong coordination & follow-up Ability to work under pressure Ownership and accountability