Customer Success Engineer

3 days ago

Ang Mo Kio, Singapore Oaktree Consulting Full time

Responsibilities

Ensuring TAC tickets and resolve customer technical complaints within stipulated TTR (Time to Resolve) SLA
- 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 shift duties to support 7x24x365 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
- Minimum of 3-5 years working experience in SATCOM industry
- Working knowledge or practical experience with
- IP-based networks with a CCNA certification or above
- SATCOM knowledge and experience
- Knowledge with programming language or scripting experience (added advantage)
- 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
- Position based in Singapore or remotely

Kindly submit resumes in MS Word format with the following details:
- Current remuneration
- Expected remuneration
- Notice period
- Reason for Leaving

Person-in-charge : Quek Hong Guek, Margaret

Oaktree Consulting
EA License No : 06C4642
EA Reg No : R1981137

**Job Types**: Full-time, Permanent

**Salary**: $4,000.00 - $5,500.00 per month

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

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