Technical Support Executive

Job description

Job Title: Technical Support Executive - Telecom (O2C Process) Company: Hexaware Technologies Location: One IT SEZ, Chennai Experience: 1-3 Years Process: Telecom Voice / BPO Technical Support Job Summary Hexaware is hiring Technical Support Executives for a Telecom O2C (Order-to-Cash) process. The role requires candidates with Telecom support experience and working knowledge of Routers, Switches, LAN/WAN, and Network Troubleshooting. The candidate will provide technical assistance to customers, diagnose connectivity issues, and ensure timely resolution while delivering an excellent customer experience. Key Responsibilities • Provide technical support to telecom customers through voice-based interactions. • Troubleshoot issues related to Routers, Switches, Internet Connectivity, LAN/WAN, Wi-Fi, DNS, DHCP, and TCP/IP. • Handle customer queries related to telecom services, order status, provisioning, activation, and billing. • Diagnose and resolve network-related incidents within defined SLAs. • Create, update, and track support tickets in CRM/ticketing tools. • Coordinate with Network Operations and Backend teams for escalated issues. • Ensure high customer satisfaction through effective communication and issue resolution. • Maintain process compliance and quality standards. Required Skills • 1 to 3 years of experience in Telecom Technical Support / ISP Support / Network Support / O2C Operations. • Strong understanding of: • Routers & Switches • TCP/IP, DNS, DHCP • LAN/WAN Technologies • Broadband & Internet Connectivity • Network Troubleshooting • Excellent verbal and written communication skills. • Customer-centric approach with good analytical skills. • Comfortable working in rotational shifts and 24/7 support environment. Educational Qualification • Any Graduate. • Certifications such as CCNA, Network+, or equivalent will be an added advantage. Preferred Background • Telecom, ISP, Broadband, NOC, Network Support, Service Desk, Technical Helpdesk. • Experience in international or domestic BPO technical support processes. Why Join Hexaware? • Excellent career growth opportunities. • Exposure to global telecom clients. • Dynamic and technology-driven work environment. • Attractive salary and performance incentives. Contact - HR - Jenil Raj J - 7338737794