Customer Success Engineer
1 week ago
Responsibilities
- Ensuring TAC tickets and resolve customer technical complaints within stipulated TTR (Time to Resolve) SLA
- Update/handle tickets in ticketing system as per TAC handbook, respond to incoming emails, calls, and web requests from customer in a timely manner
- Execute and lead service interventions such as system upgrades, configuration changes and preventive maintenances
- Replicate customer problems in lab, escalate issues to engineering when engineering help is required either in debugging or problem has been reproduced in the lab
- Perform on-site or TAC-Remote network audit for customers
- Serve Premium or Strategic customer as a Technical Account Manager (TAM)
- Assist the team with escalations as and when required
- Assist customers in planned major network maintenances
- Participate in rotating day shift duties to support operations
- Deliver basic and advance training to iDirect customers
- Maintain and upgrade the training lab to the latest software release as and when required
- Provide feedback to the content developer on training material for continuous improvement
- Work with internal and external customers to make sure all requirements are met
- Able to travel in short notice when needed
Requirements:
- Minimum bachelor’s degree in Electrical/ Electronics/Telecommunications Engineering.
- 3-5 years working experience in SATCOM industry is preferred. Entry level applicants are welcome to apply.
- Working knowledge or practical experience with (added advantage)
- IP-based networks with a CCNA certification or above
- SATCOM knowledge and experience
- Knowledge with programming language or scripting experience
- Problem solving skills, analytical skills, and the ability to make decisions quickly.
- Meticulous and process orientated.
- Excellent customer service skills.
- Effective oral and written communication skills in English (with other languages will be advantage)
- Position based in Singapore.
- Onboarding training will be provided.
Tell employers what skills you have
Customer Service Skills
Analytical Skills
Ticketing
CCNA
TAM
Scripting
Electrical
Customer Success
Interventions
System Administration
Customer Satisfaction
Debugging
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