Taking pride in driving towards a more sustainable world, our client in the telecommunications industry specializing in mobile, fixed, and cloud networks is looking to hire a Senior Customer Support Specialist.
You will be delivering top-notch support services to customer 24/7 (on needs basis) via both remote and on-site. This comprises of liaising with not only customers, but also internal stakeholders on pre- and post-sales activities for software and hardware incidents or requests.
Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.
Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected)
Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool
Creates ‘complex’ and reuses knowledge management articles.
Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
At least 10 years of relevant experience
Has in-depth technical Framework knowledge and understanding of how relevant areas integrate to achieve objectives.
Preferably with experience working as L1 onsite support person with any of the 2-3 products competence as follows:
Netguard vFW, PA firewall, Infoblox, CBND (NCOM), SIEM, Data Refinery, IMPACT, SMP, FlowOne, NACM, NCM, SMC, CEM, Polystar Probe
Please contact Ranelle Liew at +65 6950 0389 or RanelleL@charterhouse.com.sg for a confidential discussion
EA License no: 16S8066 | Reg no.: R1874529
Only successful candidates will be notified.