
Customer Service Specialist
4 days ago
Job Responsibilities
- Implement Convergint APAC service center operation standard strictly, to provide service call answering, case creation, and CS team coordination.
- Follow up closed cases, and do service survey call weekly, meanwhile, to provide service survey feedback report.
- Create RPM plans on Netsuite either new project handover or maintenance contract renewal
- Distribute the maintenance contract renewal notification internally after new maintenance contract singed off.
- Manage and maintain Convergint security system as Administrator.
- Manage Convergint system monitoring platform, proactively identify potential issues and take corrective action before they affect end-users.
- Be responsible for card printing internally and externally.
- Able to perform security incident discovery, triage, and remediation plan coordination.
- Maintain documentation of incidents and service requests, including status updates and resolution details, Compile data and reports for operational analysis
- Develop and maintain knowledge articles and documentation to facilitate issue resolution and service request fulfillment.
- Managed Outsource tasks, workflows and other service operation platform as client required
- Full support other assigned works by SOC Supervisor.
Job Skills and Knowledge Requirements
- Excellent Customer center Answering Skill and Service Skills.
- Strong customer service awareness and responsibility.
- Strong communication and coordination skills.
- Excellent communicate orally and written in English.
- Keep seriousness, carefulness working attitude.
- Familiarity with incident response and vulnerability management processes.
- A team player and can also work on own initiative.
- Intermediate to advance MS excel skills.
- At least 2 years of experience in a security operations center or a similar role.
- Ability to work in a fast-paced, 24/7 environment and respond to incidents and service requests quickly and efficiently.
- Amenable to work in a rotating shift schedules.
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