We are looking for passionate, motivated, and highly skilled individuals to be the front liner for all Redtones customers; providing the best customer experience for all telecommunications services offered by the company. Duties and responsibilities Serve as the first point of contact for customers seeking technical assistance over the phone, email and other channels of communication. Able to perform remote troubleshooting through diagnostic techniques and pertinent questions related to technical and network. Determine the best solution based on the issue and details provided by customers. Direct unresolved issues to the next level of support personnel Follow-up and update customer status and information on a timely manner as per standard guidelines by the company. Work closely with internal teams and departments to resolve all customer related complaints and outages. 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. 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. Able to deliver exceptional performance and take up additional assignment and tasks related to the operations department as part of the companys continuous efforts for service improvement. Qualifications and requirements Candidate must possess at least a bachelors degree in IT, Computer Science, Telecommunications or Network. (Fresh graduates are encouraged to apply) Excellent communication skills with proficiency in multiple languages a plus. Self-driven, achievement oriented and Strong Can-Do attitude Ability to communicate professionally with clients, regulatory bodies, and partners. A team player and must be able to work on shift. Experienced in IT or Telco industry will be an added advantage Ability to diagnose and resolve basic technical & network related incidents. Good Interpersonal & Intrapersonal skills. Basic IT troubleshooting on telecommunication infrastructure and network. Well verse with MS Excel, Power Point and Word. Able construct reports, SOP documents and presentations. Proficient in written English. Excellent communication skills. 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 Exchanges 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 Take your career to the next level working with amazing people Opportunity to work with a company who gives you platform to do amazing things As a leading provider of integrated Telecommunications and Digital Infrastructure Services, you can learn different aspects of the business and its subsidiaries Offers career development under its 3 business pillars:Telecommunications Services, Managed Telco Network Services and Industry Digital Services
Bachelor's or Equivalent