Job Description
About Our Client And The Role:
Our client Headquartered in Paris is seeking to hire a Customer Support and Senior Operations Officer - APAC (Contract) to provide customer support and ensure customer satisfaction through day to day project through day to day project follow-up and issue resolution, while gathering feedback to improve the positioning of their product line mainly during post-sales phase as well as during the pre-sale and project phase.
The incumbent will be responsible as the first level of contact point for production support issues and manage timely delivery of solutions to the customers, under the guidance of the Customer Services & Support Manager.
The Responsibilities:
* The responsibilities include participate and actively involved in customer escalation as per escalation procedure or as required to ensure timely resolution according to customer SLAs
* On call duties
* Periodically tickets reviews, ensuring customer requests are being appropriately answered
* Keep rigorously trained and up-to-date on the Company's products as well as products and markets relevant to our product roadmap
* Work with customers to understand their requirements for standard product and custom solutions. Remotely fault rectification
* Maintain documentation/ reporting as required
* Interfaces with Project Manager, R&D and Customers
* Delivers Professional Services such as on-site assistance, product integration/customization
* Assists the Project Manager and Technical Manager in order to accelerate the resolution of technical issue submitted by the customers in the course of the project
* Provide product and customized solution presentations to customers and partners
The Requirements:
* To qualify for this role, you will have at least 3-5 years of relevant experiences preferably in Telecom support / post sales /project background
* Strong working knowledge with Linux system administration and have an in-depth understanding of Telco deployment and operations
* Strong communicator skills and able to clearly communicate with system integrator, sales and customer support team members to identify and resolve customer challenges
* Process oriented and enjoy interacting with customer to understand technical requirements, solve problems and manage relationship
* Be willing to work as part of an internal team
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep.