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Job Details

Position - ESG Assistant Manager

  • Team Leader is primarily responsible for supporting, coaching, developing and supervising a team of technical support executives and technicians. Call management, communication adherence, escalation management and customer management.
  • Improve service levels/work performance of support team & maintain highest level of customer satisfaction thorough reduced resolution TAT.
  • Consistently monitor support staff to proactively identify potential problems areas affecting customer service; escalate/coordinate internally to ensure corrective actions are taken for resolution.
  • Should be able to understand different networking typologies, understand how Different network elements work together etc.
  • Control customer churn through constant communication with customers, understanding area of concerns, service improvement in our network & coordinate internally to get open action items closed at the earliest.
  • Should work closely with business heads & contribute towards upselling from existing customers & new business growth.
  • On-Time feasibility survey (Wired & Wireless).
  • Online & On-site troubleshooting of technical problems related to our Internet Services & other solutions provided by YOU Broadband.
  • Configuration and implementation of network communications devices such as Routers, RF Equipment, Switches, Modems, VoIP Gateway Devices, Firewall, UTM appliance.
  • Should be able to understand different networking topologies, understand how different network elements work together & identify problem areas & should be comfortable working on Cisco CLI & other routers and should have good understanding of TCP/IP, Routing, WAN Technologies, and troubleshooting methodologies.
  • Should be technically strong in networking and should be able to work and perform under pressure.
  • Should have good communication skills, ability & strong team player, Capability to influence Team and manage. Good decision making ability to deal with critical support issues.
  • Ensuring prompt response to customer complaints & timely closure of service requests in minimum TAT. Cross-Function/Inter-Departmental coordinating to provide efficient solutions, ensuring higher customer satisfaction matrices, churn control & retention of customers.
  • Coordination with Basic Service Operators for Last mile connectivity related issues.
  • Maintaining necessary documentation (Installation Reports, Network Diagrams & other documents as per guidelines)



  • Required Skills & Knowledge
  • Energetic
  • Extrovert
  • Good Personality
  • Extrovert
  • Proactive
  • Good Communication




Qualification :

  • Graduate
  • Professional certification like CCNA, CCNP, CWNA.




Qualification :

  • Graduate
  • Professional certification like CCNA, CCNP, CWNA.


Experience :

  • 5-6 Years or more work experience in ISP in Customer Support.

  • ISP industry experience preferre

Location :


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