Key Responsibilities:
– Manage requests from internal and external clients and resolve them on the company system
– Understand customer issues and develop necessary actions across different teams to ensure optimal levels of customer satisfaction; escalate it to required departments if needed
– Handle request cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
– Conduct root-cause analysis for technical issues in coordination with other technical teams
– Maintain accurate customer documents and prepare reports for all issues and resolutions
– Develop insights from multiple data sources and advocate for actions that benefit both the customer and business outcomes
– Assist to draft technical documents, manuals, resolution steps, training materials, and technical support FAQs
– Ad-hoc or internal project assignments
Requirements:
– Bachelor’s degree in IT field
– At least 1-year experience in customer services/ technical support/ troubleshooting in the telecom industry
– Knowledge of Linux and Windows
– Good command of written & verbal English (Business level), other languages are advantageous
– Good communication skills: communicate clearly to both technical and non-technical people
– CCNA certificate holder and/or networking experience is advantageous
– Eager to learn, problem-solving abilities, attention to details
– Ability to work independently/ cooperate with the team
Contact
You can send your resume to the e-mail address: