Fibre Service Assurance Specialist
4 days ago
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
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