Regional Technical or Customer Services Manager
Our client, a USA based multinational company, providing roaming, messaging, network and database solutions to the customers in the various industries. They are looking for the below candidate to be based in their Singapore office.
The Technical or Customer Service Manager is primarily responsible for providing the first level of technical support for products and services. This position will work with customers to assist with trouble shooting and problem resolution.
Analyze customer’s problems and issues, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
Track customer reported problems following ticketing procedures.
Effectively work with 2nd level technical support groups as needed for ticket resolution.
Ensure timely follow-up and resolution of customer requests following established severity level guidelines.
Achieve group objective of resolving 50% of all customer request with any additional handoffs.
Maintain ongoing communication with internal departments- Sales, Marketing, Product Support, to ensure customer satisfaction.
BA/ BS Degree or equivalent with min 5 years of relevant working experience as the Technical or Customer Services role in the IT or telecom industry.
Preference will be given to the candidates with some experience in Unix or Oracle system administration for telecom service applications or supporting telco VAS products (under vendors environment)/ Telco operators, but not necessary.
Demonstrated problem-solving ability and ability to work with minimal supervision
Ability to proactively anticipate customer needs and make recommendations to meet those needs.
Ability to speak multiple languages is an added advantage.
Related experience in technical support and customer handling experience.
Annual Remuneration: SGD 60K- 80K per year.
Those interested, please send your profile to firstname.lastname@example.org. We regret to inform that only shortlisted candidates will be notified.