Specialist, Customer Resolution

2 weeks ago

Cyberjaya, Malaysia AT&T Full time

The SIM position is a post sales service delivery function focused on gathering, analyzing, and validating customer requirements, determining proper configurations and working with customers in understanding the service. It is a technical project management type function that also involves the ordering/tracking/installing/testing of the customer’s premise equipment. The role is customer facing, and requires strong communications, strong IP based trouble-shooting skills, a high level of service comprehension and certainly an attention to on-time performance as determined by customers and internal targets.
- Focuses on gathering, verifying and validating customer requirements for the ANIRA/AVTS order received, validates data, including validation in AT&T billing tools and with interested parties
- Manages each order as a project from initiating to closing
- Determines proper configuration for the particular solution
- Oversees the delivery of the equipment and supports the Installation and activation of the ANIRA/AVTS Service
- Escalates/Follow up properly within appropriate timelines in order to achieve resolution
- Performs work independently within defined SLA’s for quality, response time and productivity
- Acts as a buddy to junior levels
- Leads calls, escalations and complex issues independently with sense for prioritization and updates supervisor proactively
- Leads extra business related projects ( development, process improvement, etc.)
- Improves team strategies and innovates “Best Practices”
- Provides management support as required
- Very good analytical skills, able to spot issues that need to be deeply investigated, ability to determine root cause
- Very good time management skills - ability to track work independently and in timely manner
- Ability to pay attention to the details, to make conscious effort to understand causes and to address all identified issues
- Ability to project manage across multiple organizations over an extended period of time, and do it with a large volume of customers
- Resistance to stress
- Product knowledge - thorough understanding of ANIRA/AVTS product line and services offered to external clients including in depth knowledge of the service they support
- Process knowledge - thorough understanding of ANIRA/AVTS delivery and enablement processes
- Network - exceptional knowledge of framework, system architecture, hardware, technology etc.
- Knowledge of networking technologies e.g. TCP/IP, routing protocols, LAN & WAN technologies
- Proactive attitude that focuses on creating ideas and plans to correct issues
- Demonstrates ability to develop other colleagues in a professional way
- Collaborate within center activities and initiatives
- PC literate with experience of a range of software packages (MS Office)
- Flexible work-attitude

**Education and Language Skills**:

- University education or High School education with leaving exam is an advantage, preferably in the area of Project management, Network engineering
- Strong communication skills in English, both oral and written (B2+ level)
- CCNA-level knowledge is necessary, CCNA or equivalent certifications constitute an advantage

**Work Experience**:

- Minimum of 2 years of working experience in a ANIRA/AVTS/SOHO Solution Implementation Manager (PROA3) or equivalent
- Relevant working experience in Service Delivery / Project Management / Network Engineering / Customer service

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