Fibre Back Office(Post Sales)
Body:
Job Description:-
- Manage cases and ticketing queue to ensure customer complaints are addressed within SLAs.
- Provide solutions to fibre customer post-installation technical issues including the below:
- Troubleshooting (identify and fix) and configuration of hardware (router and WiFi devices).
- Engage with internal teams for backend troubleshooting activities and solutioning .
- Engage with partners (installers and access providers) for: on-site troubleshooting and solutions to address customer issues gather on ground feedback to pinpoint potential issues and solutions to address them.
- Maintain a reference database of issues, configurations and solutions that can be used by the internal teams.
- Contribute to overall customer satisfaction score and service assurance KPIs (new customer complaints, complaint aging).
Job Requirements:-
- Minimum 2-3 years in fibre operations and technical post-sales support.
- Familiar with key processes on in the fibre ecosystem, specifically with fibre installation and troubleshooting processes.
- Experience in managing customer situations with ability to engage directly with customer to assess issues and manage expectations.
- Technical understanding on home fibre setup and different components in the value chain (e.g. devices, hardware, wiring).
Salary:-
- RM2,500 - RM3,500
Location:-
- Subang High Tech
Position Level:
- Junior Executive
Min Year Experience:
- 2 years
Employment Type:
Salary:
- RM3001 - RM3500