Key Responsibilities :
Manage requests from internal and external clients and resolve them on the company system
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