Associate, Corporate Managed Services Center

Job Summary

Monitors, Answer phones/ email/ social media and respond to customer requests/complaint, Identify and resolve customer issues within defined SLA.

Job Responsibilities*

• Response to Corporate customer service requests and complaint from Phones, Email, and Social media channels. Identify  customer issues and provide initial information to customer.
• Monitor Corporate service alarms, identify potential cause of problem, and notify a customer.
• Troubleshoot and resolve Corporate service requests and incidents such as DDN, MPLS, Voice, Internet Services, Manage Network Service, SDWAN, Private WIFI, Private APN, Bulk SMS, IoT, etc. based on the standard Work Instruction and Procedure Manual.
• Dispatch tickets to related teams to resolve customer incidents such as NMC, RNSO (Field Engineers), True IDC, and other service providers.
• Control customer tickets (Create, Update and Close) to meet defined SLA and ensure customer satisfaction.
• Escalate any risk and major incident to Shift Supervisors and Manager based on the standard Work Instruction and Procedure Manual.
• Study and practice to refresh and improve both technical and soft skills to be ble to meet the required work standard.

Qualifications

• Bachelor’s degree in Telecommunication, Electronics, Computer, or a related field.
• 1-3 years of working experiences in coperate customer service request.
• Experience in Transmission Network, Data communication Network, Broadband Network, MPLS, VoIP, WDS and Mobile Network, GSM, 3G, 4G.
• Good command on both English and Thai.