Job Description

Candidate Requirements

Open for SPM candidates with relevant working experience

Must be technically savvy and able to understand work processes

Preferably with IT background, knowledge in networks/software/hardware would be an added advantage

Able to handle calls and WhatsApp communication

Preferably with customer service experience (e.g., Maxis, Unifi, other telcos)

Young and adaptable

Working Hours

Two-shift rotation: 8:30am - 5:30pm / 11:00am - 8:00pm

5-day work week, including weekends and public holidays

Compensation Structure

Basic salary

Shift allowance: RM350

KPI incentives:

Tier 1 - RM800

Tier 2 - RM1,800

Tier 3 - up to RM2,500

Additional Notes

Preferred start date: January

Responsibilities /Accountabilities

? Manage cases and ticketing queue to ensure customer complaints are addressed within SLAs

? Provide solutions to fibre customer post-installation technical issues including the below:

? Troubleshooting (identify and fix) and configuration of hardware (router and WiFi devices)

? Engage with internal teams for backend troubleshooting activities and solutioning

? Engage with partners (installers and access providers) for:

? on-site troubleshooting and solutions to address customer issues

? gather on ground feedback to pinpoint potential issues and solutions to address them

? Maintain a reference database of issues, configurations and solutions that can be used by the internal teams

? Contribute to overall customer satisfaction score and post installation KPIs (new customer complaints, complaint aging)

Requirements

Experience

Familiar with key processes on in the fibre ecosystem, specifically with fibre

installation and troubleshooting processes

Experience in managing customer situations with ability to engage directly with
customer to assess issues and manage expectations

Technical understanding on home fibre setup and different components in the value
chain (e.g. devices, hardware, wiring)

Education / Certification :

Diploma / degree in any fireld

Years of Experience :

Minimum 2-3 years in fibre operations and technical post sales support

Job Types: Full-time, Contract
Contract length: 12 months

Pay: Up to RM2,200.00 per month

Benefits:

Cell phone reimbursement Health insurance Maternity leave Opportunities for promotion Parental leave Professional development
Application Question(s):

Do you have fibre operations and technical post sales support?
Work Location: In person