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Job Description

Senior Support Executive;

Zeta Technologies is looking for Senior Support Executive for Voice Operations Department at Islamabad Office.

Senior Support Executive is an executive-level position for individuals who are capable of communicating all technical issues related to the Voice platform to technical and non-technical audiences.

Individual who are proactive and contributes to the success of the voice department.


Senior Support Executive will have the following responsibilities.

  • Proactive monitoring using reports i.e. ACD/ASR/PDD/NER/CFR/Graphs and knowhow of quality parameters such as FAS/RTP/MOS/CODEC.
  • Analyze call flows using Wire shark or ladder diagram and provide a complete analysis of the call.
  • Handle complaints via trouble ticket management system, track records, follow up and escalate issues with concern team via Zendesk, Bitrix, Skype, Whatsapp, and email.
  • Reduce resolution time of incidents by follow up with all stakeholders and ensure benchmark KPI’s for the customers.
  • Ensure proper resolution and cause analysis of each incident.
  • Assess the nature of queries and provide technical support to all stakeholders.
  • Interconnection, Provisioning, Routing, and testing of wholesale voice carriers
  • Handing over and taking over of a shift, updates (routing, testing & provisioning summary) to NOC team.
  • You have to deescalate tense customer situations in a live environment.
  • You believe in perfection as Poorly executed events could result in a negative image for the organization or potential loss of business.
  • Ensure five-nine availability of all platforms.
  • The job requires excellent analytical and communication skills as statistical and financial reporting is an essential element of this position.
  • Ensure data retention and reconciliation of all Zeta wholesale billing systems.
  • Draft various reports in Microsoft excel.
  • Perform all duties as assigned by supervisor
  • Maintain strict compliance with all the KPI, company policies, and procedures.
  • Supervise, motivate, train, and manage conflicts of subordinates.
  • It's obligatory to have regular contact with senior-level cross-functional departmental staff, such Assistant Managers, Managers, Directors, and CEO maintains contact with several areas across the organization including Business Development, Finance, and Admin.

Job Details

Total Positions:
1 Post
Job Shift:
Job Type:
Job Location:
Minimum Education:
Degree Title:
BS (Telecommunication/Computer Engineering/Computer Science/Information Technology)
Career Level:
Experienced Professional
3 Years - 5 Years (Min 3 Year of experience working in carrier wholesale/MNO core)
Apply Before:
Feb 07, 2021
Posting Date:
Jan 07, 2021
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Zeta Technologies

Information Technology · 11-50 employees - Islamabad

Zeta Technologies is a young yet energetic company backed by pool of seasoned professionals having over a decade of experience in providing IT and Telecom services which is reliable, professional and sensitive to its customers’ needs. Zeta Technologies has achieved excellence in providing business c ...Read More

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