We are looking for passionate, motivated, and highly skilled individuals to be the front liner for all Redtone\xe2\x80\x99s customers; providing the best customer experience for all telecommunications services offered by the company. Duties and responsibilities \xe2\x80\xa2 Serve as the first point of contact for customers seeking technical assistance over the phone, email and other channels of communication. \xe2\x80\xa2 Able to perform remote troubleshooting through diagnostic techniques and pertinent questions related to technical and network. \xe2\x80\xa2 Determine the best solution based on the issue and details provided by customers. \xe2\x80\xa2 Direct unresolved issues to the next level of support personnel \xe2\x80\xa2 Follow-up and update customer status and information on a timely manner as per standard guidelines by the company. \xe2\x80\xa2 Work closely with internal teams and departments to resolve all customer related complaints and outages. \xe2\x80\xa2 Pro-actively monitor live circuits & nodes, perform the right escalation, communicate efficiently and accurately to the customer and preparation of relevant reports but not limited to root cause analysis and service interruption report. \xe2\x80\xa2 Continuous performance improvement of sites; by mitigation on faults, root cause analysis, weekly meetings and quarterly meetings with internal and external (service providers) teams to ensure sites KPI are met. \xe2\x80\xa2 Able to deliver exceptional performance and take up additional assignment and tasks related to the operations department as part of the company\xe2\x80\x99s continuous efforts for service improvement. Qualifications and requirements \xe2\x80\xa2 Candidate must possess at least a bachelor\xe2\x80\x99s degree in IT, Computer Science, Telecommunications or Network. (Fresh graduates are encouraged to apply) \xe2\x80\xa2 Excellent communication skills with proficiency in multiple languages a plus. \xe2\x80\xa2 Self-driven, achievement oriented and Strong Can-Do attitude \xe2\x80\xa2 Ability to communicate professionally with clients, regulatory bodies, and partners. \xe2\x80\xa2 A team player and must be able to work on shift. \xe2\x80\xa2 Experienced in IT or Telco industry will be an added advantage \xe2\x80\xa2 Ability to diagnose and resolve basic technical & network related incidents. \xe2\x80\xa2 Good Interpersonal & Intrapersonal skills. \xe2\x80\xa2 Basic IT troubleshooting on telecommunication infrastructure and network. \xe2\x80\xa2 Well verse with MS Excel, Power Point and Word. \xe2\x80\xa2 Able construct reports, SOP documents and presentations. \xe2\x80\xa2 Proficient in written English. \xe2\x80\xa2 Excellent communication skills. \xe2\x80\xa2 Creative thinking, information seeking and problem solving skills.
Incorporated in 1996, REDtone has been a subsidiary of Berjaya Corporation Berhad since May 2015. From a humble beginning, REDtone has grown to become a leading provider of integrated telecommunications and digital infrastructure services for organisations. REDtone was listed on the Malaysia Stock Exchange\xe2\x80\x99s Malaysian Exchange of Securities Dealing & Automated Quotations (MESDAQ), now known as ACE Market and has evolved from a voice provider to one that offers an extensive range of services under three main categories: i) Telecommunications services ii) Managed Telecommunications Services iii) Industry Digital Services To date, REDtone has presence with technical and after sales support team at major cities in Malaysia i.e. Klang Valley, Johor Bahru, Penang, Kota Kinabalu, Sandakan, Tawau, Labuan, Kuching and Miri. REDtone has workforce of more than 300 dedicated employees. Engineers as well as R&D, technical and customer service personnel make-up half of the skilled staff. REDtone offers great working culture \xe2\x80\xa2 Take your career to the next level working with amazing people \xe2\x80\xa2 Opportunity to work with a company who gives you platform to do amazing things \xe2\x80\xa2 As a leading provider of integrated Telecommunications and Digital Infrastructure Services, you can learn different aspects of the business and its subsidiaries \xe2\x80\xa2 Offers career development under its 3 business pillars:Telecommunications Services, Managed Telco Network Services and Industry Digital Services
Bachelor\'s or Equivalent