Sushil Kumar Rohit Email & Phone Number

Auckland, Nz

Auckland, New Zealand

- Delivery of Cloud Voice services and configuration of associated hardware such as Cloud PBX.- Voice Delivery phone queue support and delivering an outstanding service experience to new and existing 2degrees business customers.- Number portability. Use Industry Porting Management System (IPMS) tool to manage numbers between providers within agreed business and industry SLAs.- Manage any long-term or ongoing projects through the delivery process, ensuring its documented and shared amongst the wider team.- Understand and use systems to complete provisioning and activations related work in a timely manner or by requested dates.- Manage the end to end delivery of customers solutions ensuring clear expectations are set and jobs are prioritized correctly.- Manage number allocations to business and wholesale customers- Activation of New Mobile business customer connections and changes to plans/services.- Proactively ensure all activations are successful and any rejections are escalated and actioned effectively.- Participating in UAT for applications used in the provisioning and porting process- Leverage opportunities to diversify skills across the Voice Delivery disciplines as well as develop existing skillsets.

Auckland, New Zealand

- Provide customer service and support to 2degrees customers through demonstrating a high level of company product and services knowledge along with a high technical aptitude to resolve customer’s queries.- Logging in to the queues to handle inbound and outbound calls. - Provide Technical support and service to business mobile, enterprise, and broadband customers.- Email set up, troubleshooting of errors, guiding customers through the resolution of technical faults on accounts.- Troubleshooting POTS and VoIP systems and services- Diagnosing complex lines faults- Checking disconnections, hardware issues and contributing environment factors - Renewing customer domains and providing additional support associated with zone files and domain records.- Utilising internal applications including Matrix workflow integration system, ISPDB customer database system, ADM for advanced searching and reporting, Snap Tools, Radius to add static IP’s, track outages and customers who are offline.- Utilise provisioning tools and interfaces to ensure accurate, timely information is passed on.- Refer outstanding customer issues/ queries to Tier 2 or Team Leader to ensure follow through in all cases.- Understanding of fibre technology and impact on customers

Auckland, New Zealand

- Provide service and support to Two Degrees Mobile limited customers such as prepay, Post-pay, Retail, business, broadband etc.- Manage inbound high complexity calls on behalf of 2degrees for smart phones, Data dongles, Wireless devices etc.- Attend technical queries in terms of data access on mobile, personal hotspot, data sharing function.- Logging in to the queues to handle inbound and outbound calls.- Amend Customer information, record customer interactions and Working on the Siebel, CRM and CCP tools. - Provide first level technical support during inbound and outbound call activity. - Work on several contact center KPI’s targets.- Refer customer outstanding customer issues and problems to Team manager to insure follow through in all cases.- Identify technical issues and provide, quick and effective solutions.- Utilise retention toolkit providing customised solutions to retain customers like plans offered, resolving faults. - Account billing enquiries, broadband customers, upgrades, account updates, moves and disconnections. - Provide sales (soft selling) to customers through up selling Value Added Services during inbound or outbound call activity!- Provide support on high specification mobile phones smart phones and mobile data hardware.- Taking feedback from the customer over the service offered.

India

Providing excellent customer support to all customersClient co-ordination –face to face and phone based customer serviceHandling of inbound and outbound callsProviding exceptional level of technical support to all small and medium business users for multiple clientsEscalation and management of incidents referred to third partyEffectively communicating and simplifying technical aspects to non-technical customers

Associate'S Degree, It Support & Operations

 Installation of Operating System, Server 2008R2  Managing server client operating system (Peer to peer network/Server)  Basic.

Bachelor'S Degree, Electronics & Communication Engineering