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