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This job is about helping customers with their internet and network problems as a Network Operations Support Senior Analyst, requiring Mandarin skills. You might like this job because you get to solve real issues and improve customer satisfaction every day!
Undisclosed
Full-Time
few days ago
Job Description
Role Purpose
In this role, you will be the first point of contact for customers reporting network and connectivity issues across a range of products and services. The role focuses on resolving customer-reported faults, ensuring SLA adherence, and improving overall customer service experience.
Key Responsibilities
Day to day handling of customer emails and phone calls for fault reporting and inquiries
Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied.
Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
Work within a defined set of relevant product/network procedures, standards and practices
Deliver outcomes by implementing a course of action identified from a general range of solutions
1st call Assist in providing technical support in the investigation and rectification of complex incidents
1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP
Manage the in-coming calls and create SNI tickets within committed Response times and SLA.
Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
Daily updates reasons for ageing tickets and difficulties handling complex tickets
Job Requirements
Company Benefits
Optical coverage
Employees have access to claim for prescription glasses and contact lenses.
Employee assistance program
Employees have access to employee assistance on challenges related to work, family, relationships and finances.
Health screening program
Employees can enjoy the benefits of comprehensive health screening at any clinic of their choice.
Bonuses
Our bonus programs reward our people for their achievements and their contributions to our business.
Recognition awards
Our recognition program involves both monetary and non-monetary awards which can be endorsed by fellow colleagues.
Performance equity
Our leadership equity grants are awarded to recognize exceptional performance or a significant career milestone.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Job Specialisation
Company Profile
