CommScope Hiring for Customer Account Rep II at Bangalore Full Time

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion.
Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from
busy airports to state-of-the-art data centers—we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity

We are RUCKUS!

In this ‘always-on world, we believe it’s crucial to have a genuine connection with the work you do.

CommScope’s Venue and Campus segment incorporate Ruckus Network, which focuses on enabling wireless and wired connectivity across sophisticated and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including – hospitality, education, smart cities, government, venues, service providers and more.

Customer Account Rep II

The Role

Working in a fast-paced environment, the Customer Account Rep I & II will be responsible for providing Administrative Support / assistance for various technologies in Ruckus products to our Enterprise customers. The CSR will work with employees, customers, VARs & Distributors to ensure the quality and reliability of the Ruckus product.

Qualifications

• Minimum Diploma or Graduation
• 3+ years of experience in customer service
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of customers around the globe
• Strong customer handling skills and active listening
• Ability to communicate clearly and professionally, both verbally and in writing.

Soft Skills

• Willingness to work in a fast-paced and challenging work environment.
• Ability to multi-task, prioritize, and manage time effectively.
• Able to prioritize workload efficiently ensuring that all customer queries are resolved to closure and the customer’s satisfaction.
• Willing to go the ‘extra mile’ and to view customer excellence as a personal objective.
• Excellent oral and written communication skills.
• Ability to find a solution for or to deal proactively with work-related issues.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Possess a strong work ethic and am a team player.

Responsibilities

• Answer incoming calls, Chats, and cases via the Support portal
• Create / Triage cases and route them to the appropriate team
• Resolving all Account, Contact & License related quires
• Review and resolve customer issues related to account administration, contract entitlements, product registration, web-based support access, etc. by adhering to Ruckus Policy and Procedures
• Liaise between IT and Customer on complicated Licensing issues
• Liaise between Logistics and Customer on RMA cases
• Generate clear and concise documentation in the form of case notes.
• Discuss with Leads on cases that require assistance from other cross functional teams or other complicated issues.
• Educate customers regarding self-help / Articles availability on Support portal.
• To ensure adherence of all case management rules which will help in the right and a quicker resolution and hence maintain a manageable backlog
• KRAs include:
• CSAT
• Time to Close / Time to Resolve
• % Cases closed with the same day Active Backlog
• KB Contribution
• Aged Backlog
• Case closure per day
• Calls / Chats per month
• Quality score

Why CommScope and Ruckus

CommScope is pushing the boundaries of communications technology. For more than 40 years, we’ve been leaders in innovating 5G, private networks and Gigabit speeds everywhere – we’re always anticipating what’s next. Developments such as the Internet of Things, detailed connectivity, Cloud, and 5G introduce new requirements and demand creative thinking. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

Ruckus is a Business Unit within CommScope, passionate about delivering ground breaking solutions to create a smarter, simpler, more connected world. At the heart of global connectivity are the engineers who write innovative software for our award-winning routing and switching products to bring the information quickly and optimally where needed. We are a pioneer in the wireless infrastructure market, enabling carriers and enterprises to stay ahead of the exploding demand for high-bandwidth applications and services Our Ruckus Smart Wi-Fi, LTE, and Switching technology redefines what’s possible in wireless network performance with flexibility, reliability, and affordability.

Commscope is an Equal Opportunity Employer.

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