Overall Purpose of Job
The incumbent is responsible for responding promptly to all customer fault feedbacks/queries and taking appropriate actions to follow up closely with customers till case is closed, therefore maintaining high quality service standards for the Company.
Key Responsibilities
1. Respond to customer fault feedbacks/queries as first point of contact for the Company, providing excellent customer service and maintaining customer satisfaction.
2. Assist customers with testing and trouble-shooting faults, coordinating maintenance activities and facilities’ access, providing test results and network records etc.
3. Liaise with external vendors on complex issues and ensure closure with customers.
4. Monitor system alarms and take prompt actions to investigate the cause and maintain records of actions taken.
5. Monitor CCTVs regularly and report unusual activities immediately to relevant Head.
6. Monitor air-conditioning systems regularly and report any system/power failures immediately to relevant Head.
7. Conduct clear/proper handover of outstanding jobs to staff on next shift.
Job Requirements
1. Diploma in Electronic/Electrical Engineering with at least 8 years of experience in providing operational support in Telecommunications industry.
2. Experience in similar support and shift environment within telecommunications industry will be advantageous.
3. Able to work 12-hour shifts and around 4 shifts in a week.
4. Possess experience and understanding of the following systems/networks/technologies as listed will be highly desirable:
a) DWDM, optical layer, L2 and L3 networks and services based on MEF standards (ELINE, ELAN, E-TREE, IEEE 801.1Q, QinQ, MEN / CE Y.1731, GVRP, STP, ERPS).
b) Control switches, Media Gateways, SIP, MGCP/H.248, Voice Compression/Decompression, SIGTRAN (M2PA/M3UA), SS7 Signalling, Session Border Controllers (SBCs), VPN/IPSEC, Dynamic routing protocols BGP, OSPF.
5. Possess “can do” attitude and take actions promptly.
6. Able to multi-task and learn new technologies quickly.
7. Strong communication skills and demonstrate desire to close issues.
8. Able to go the extra mile in providing excellent customer service
