Customer Care Engineer
IPTP Networks
Da Nang, Vietnam
4 ngày trước

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

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