Customer Support Specialist
1 week ago
Overview
Part of a team that functions as a single point of contact for customer support. Overall Customers Network-related complaint tickets management and control, including but not limited to ticket handling, progress tracking, difficult case tech-support coordination, analysis, and process optimization suggestions. As one of the contact persons, undertaking network-related requirements, which come from the commercial team, including but not limited to leading new business tests and writing some network-related reports.
Functions and Responsibilities
- Point of interface for network-related escalated complaint tickets management. Responsible for progress tracking, difficult case tech-support coordination, and weekly analysis.
- Basic wireless network operation and network optimization solutions made for complaints.
- Ensure regular customer communications of status progress on their reported concerns.
- Attends to service requests, promotes the resolution of key work, and coordinates with high-level support if beyond capabilities.
- According to the requirements of the commercial team, organize and decompose effectively, working with the network team to provide appropriate feedback or reports.
- Other tasks/functions that may be assigned as per business requirement. These may change from time to time to reflect the changing requirements of your position and our business.
Employment Standards
- Positive attitude, strong learning ability, and good communication skills.
- Minimum of two (2) years' work experience in the telecommunications industry.
- Flexible to work in a 24x7 shifting schedule.
- Holds a university degree in engineering or IT-related field.
Job Skills & Qualifications
- Knowledge of computer communication networks and a strong telecommunications background.
- Familiar with various wireless technologies, including LTE, VoLTE, NB-IoT, and 5G NR systems.
- Excellent problem-solving and analytical skills used to resolve issues and challenges.
- Customer-oriented, strong self-motivated, aggressive, and able to work under pressure.
- Any network certifications are a plus.
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