Fibre Operations Support

7 months ago


Subang Jaya, Malaysia IT Business Solutions Sdn Bhd Full time

Office location: CD Hub (Subang High Tech)
- Contract Duration: 12 months
- Salary: RM2,500 per month
- Commission:

- Post Sales (Team commission)

**Fibre Operations Support (Post Sales) - 1 vacancy**

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 service assurance KPIs (new customer complaints, complaint aging)

**Requirements**:

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

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

Pay: Up to RM2,500.00 per month

**Benefits**:

- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay



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