Careers at Quickplay

GLOBAL SERVICE MANAGEMENT-OPERATIONS/SERVICE MANAGEMENT

Location: Hyderabad, Andhra Pradesh, India
Date Posted: 06-08-2018
Become a Quickplayer today and grow with us!

QuickPlay, now part of AT&T is the premier provider of solutions to manage the business of mobile video. Recognized internationally for innovation, flexibility and excellence QuickPlay provides the fastest and most flexible way for companies to deliver mobile video worth watching. Today, QuickPlay powers high quality TV, video, audio, and radio services for 14 mobile operators and 150 content providers recognized worldwide.
In an evolving market, our employees are inspired by the innovative environment that allows them to lead, motivate, and create, while reaching their full potential and achieving great results. Spending their days in a challenging atmosphere developing cutting edge products for the biggest names in media and communications, QuickPlay employees are able to expand their skills and grow with a passionate and talented group of people.
Read about some of the things we’re doing here: http://www.quickplay.com


Operations Management, Service Management Support, and Database Management role works with and alongside Global Service Management to provide a consistent interface to our key customers for all elements of the service delivered and ensures that actions are taken within AT&T to drive improved customer satisfaction. The scope of the role covers SM related tasks in support of a dedicated account, and the role is both proactive and reactive in content. The employee needs to establish and maintain strong relationships with AT&T Customer Service functions, if required with designated customers, and will have a significant role to play in delivering overall Customer satisfaction to our Account.
 

Roles and responsibilities
 
  • Managing multiple tasks in support of Customers and Service
  • Focal point from the customer and communicating with internal functions.
  • Ability to work under pressure and when required outside business hours.
  • Escalation point for specific tasks and activities
  • Engagement for driving incidents closure.
  • Provide expert knowledge of operational support models
  • Office based
  • Support of variety of different transactional tasks for dedicated customer.
  • Tasks to be supported with specific (daily, weekly, monthly, custom) recurrence or on an ad hoc basis
  • Examples of supported tasks:
  • Data collection from variety of different AT&T tools and teams
  • Data management, analysis and consolidation to transparent customer reports
  • Creating of Powerpoint Stewardship decks by using collected data and inputs from internal partners / SMs
  • Complex billing reports and analysis
  • Work in progress reporting, Service Action Plan reports, Dashboard, etc.
  • AT&T and Telco providers planned maintenance activities tracking + its communication towards customers
  • Severity 1 & 2 tickets scrubbing
  • Root cause analysis and tracking Preventive Action Items within internal organization
  • Capacity management analysis and reporting
  • Release management analysis and reporting – creating deck, publishing and tracking for improvement.
 
Key competencies and Skills
 
  • Fluent in English (both written and verbal)
  • Strong interpersonal skills; positive communication, negotiation skills, interaction skills to deliver positive customer service
  • Ability to multitask in a complex environment and deliver to timescales.
  • Good technical awareness or experience is preferred
  • Advanced knowledge of office tools (Excel, Word, PowerPoint)
  • Pragmatic, lateral thinking and problem solving skills. Flexible, open-minded, analytical and resourceful.
  • Good presentation skills – bringing things ‘to the point’.
  • Sufficient seniority to interact at senior levels within AT&T organizations
  • Ability to work in isolation and on own initiative in highly pressured situations.
  • At least 2 years experience in a global network service role.
  • Previous customer facing experience is an advantage
  • Good understanding of the AT&T Business portfolio and technology.
  • Familiar with financial terminology, contracts, invoicing, Service Level Agreements
  • Data Analysis and Interpretation skills a must
  • Database experience preferred
  • Understanding of geographical and cultural, human and business differences.
 
Education and qualifications
  •  Advanced knowledge of office tools (Excel, Word, PowerPoint)
or
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