Job Description

RoleThe Day-To-Day Activities
1. Customer Assurance Case Management:
-managing and addressing customer issues related to U Home Fiber services. When customers report problems or need assistance, the assurance team handles their cases, investigates the issues, and ensures timely resolution.2. Arrange PCOM (Assurance Vendor) Onsite Troubleshooting:
-coordinates with the PCOM (assurance vendor) to arrange onsite troubleshooting. This includes dispatching technicians to the customer\'s location to diagnose and resolve any service-related problems.3. Handling FTTO Order Submission to Channel to PCOM:
-submitting orders for new FTTO (Fiber to the Office) installations involves several steps:
-order installation arrangement with PCOM / Fixed IP Assignment:
-coordinating with PCOM to schedule installation appointments for new U Home Fiber connections.
- assigning fixed IP addresses as needed.
-conducting site surveys to assess the feasibility and requirements for installing U Home Fiber services at a specific location.
-arranging with customer for work permit Application:
-coordinating with customers to complete necessary paperwork (such as Wayleave Permit applications) for installation.4. Sooka TV Assurance - Handling Customer Voucher Issue:
-addresses any issues related to Sooka TV vouchers. This may involve troubleshooting, providing replacements, or assisting customers with redeeming vouchers.5. UH5G CPE Assurance Case (RMA & Customer Issue):
-Addressing issues related to the UH5G Customer Premises Equipment (CPE), which includes routers and other devices:
-Addressing Escalation from CS Pertaining Router Issue:
-Handling escalated cases related to router malfunctions or performance issues.6. Liaising with 4PL for Pickup/Delivery of Router:
-Coordinating with the fourth-party logistics (4PL) provider to arrange pickup or delivery of routers for replacement or repair.About You
Experience:
1.Proven experience in fiber optics installation, troubleshooting, and maintenance, usually obtained through hands-on job experience and training programs.
2.At least two years of relevant field experience, including documented experience installing and testing fiber optic networks, is often required3.Skills and Knowledge:
1.A solid understanding of industry-standard protocols and equipment.
2.Strong problem-solving skills and the ability to work under minimal supervision.
3.Excellent communication skills for interacting with clients and collaborating with team members.What\'s Next ?Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.

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