POSITION: Service Assurance Engineer
KEY TASKS AND RESPONSIBILITIES:
Telephone calls to be answered within set targets.
Accurate recording of all customer fault reports / enquiries on relevant system(s).
Carry out primary diagnosis and attempt to clear faults / enquiries on first call.
Communicate accurate information to engineers / third parties）to assist them to clear faults or enquiries.
Monitor progress of faults / enquiries to ensure resolution within set target time.
Case Manage faults to resolution.
Follow guidelines on escalations and escalate problems and delays as necessary.
Manage “escalation” as they arise at Level 1 escalation point (business hours).
Ensure TTS Queues are managed and repair performance targets maintained.
Ensure that “day shift” business is handed over to roster team members during Shift change so that Customer satisfaction and performance targets are maintained.
QUALIFICATIONS:
Graduate/ Eng Degree preferably in Telecommunications
Cisco certified at CCNA level (prefer)
SKILLS/EXPERIENCE:
2 years experience
Customer service in a technical helpdesk function
Should have worked on Routers, modems or Voice Switches and need to be aware of WAN Technologies
Ability to cope with pressure
Ability to manage time effectively
Knowledge of voice and data networks
PC skills- Excel, Word, Email systems
Strong language skill in both English and Korean.
Best wishes!
–
Sunny
–
大连瑞思管理咨询有限公司
地址：大连市中山路682号
邮编：116023
电 话：0411-84666546
0411-88122579
传真：0411-88122571
MSN：race_sunny@hotmail.com
网 址：www.racecareer.com
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