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Associate Engineer
2 weeks ago
Job FunctionService Provisioning
- Reference Number001/91
- Advertised2 hours ago
- Experience Required0 to 3 years
- Minimum QualificationITE
- Job description
- ** Job Purpose**
Responsible for fulfilling all residential service requests from our customers; this is achieved through working closely with contractors and getting the support of internal and external teams; working towards the same objective of resolving all provisioning issues as a member of the Work Force Management team in Service Provisioning Department.
**Responsibilities**
- Identify and resolve all technical issues and resolve them within SLA timeframe by work closely with contractors, Requesting Licensees and internal departments.
- Manage and monitor contractor performance
- Identify potential issues prior to provisioning.
- Handle all CS escalations expeditiously and resolve them within SLA to ensure good customer experience.
- Find long term solutions and implement preventive action to all complaints and disputes to prevent future occurrences
- Prioritize and manage all VIP escalations with a high level of professionalism
- To go on-site to handle complaint cases and audit check on contractors, when required.
- Prepare daily / weekly monitoring and analytical reports.
- Scrutinize contractor performance through respective feedback channels/analytical reports and assess areas of improvement/provide suggestions on SOP enhancements
- To pick up knowledge and skillsets from other sections within SP to prepare for the possibility of job rotation
- Field work involves fibre related work such as fibre installation, fibre patching un-patching works, troubleshooting of fibre and etc when required.
- Perform other duties as assigned by supervisors.
- Job Requirements
- ** Requirements**
- Diploma/ Nitec in any discipline (Engineering preferred) with relevant working experience preferred
- Possess good working knowledge of MS Office - Outlook, Excel, Word and Powerpoint
- Driving license and own transportation would be an advantage for onsite duties
- Must be team player and possess basic customer service skillsets for effective communication with end-users
