A confident and reliable Customer Support Engineer with extensive practical experience of working with computers and resolving any support issues that are raised to the service desk. Processing a proven ability to administer and control the operation, configuration and maintenance of computer based information systems, as well as having an eye for detail and able to multi-task under pressure. An excellent communicator, can relate well with people at all levels and has the flexibility of working well as part of a team and on my own.
Now looking to further an already successful career by working for a ambitious and expanding company.
Summary of Duties and responsibilities:
Responsible for providing quality and efficient customer service to customers through the daily management of a team to include motivating, recognizing and rewarding, coaching, counseling, and problem solving. Additionally, responsible for assisting manager with development, analyses and implementation of staffing, training, and team schedules
Directly reporting to the Technical Support Manager
Assist the team to work together and ensure they’re delivering good customer service.
Daily/Weekly Monitoring of SLA and make sure that SLA will not missed. Provided weekly reports to the manager.
Review team performance
Responsible for Case Quality Review
Coordinates and attend meetings with Country Service Manager and Customer for the cases raise within a weak.
Lead the meeting for Avaya Service Weekly Review.
Prepare shift schedule of the whole team.
Customer Support Engineer II
Provides technical support to customer via phone, email and web chat
Answering Customer Live Call
Creating Case accordingly through Live Call/WebChat
Attend and assist all Emails from APAC Group Mailbox
Verify the basic information (Product/System Info, Customer Contact Info, Remote Access Info)
Monitor the queue of Case Pending, Web ticketing & Alarm Cases.
Checking/Updating Case Status between Customer and Troubleshooting Engineer
Manage dispatch of parts and resources.
RTU/RFA/PLDS License Activation
24 x 7 shift/duty work
SD Champ for APAC Top 30 customers (IBM Daksh, Sykes)
On call English Primary Duty engineer during out of office hour
Knowledge Centered Support (KCS) mentor for English team
Provide project support to ISG projects. Handle the development, revision, testing and evaluation of the existing system requirements of Globe Telecom.
Project: PROSPERO (Interconnect Settlement System)
Coordinate with software consultants (programming)
Provide testing plan & acceptance criteria
Provide implementation strategy
Create implementation scheduling (Using Grantt chart) Maintenance
Analyze and propose modification/improvement
Monitor debugging operations
Create Database/Manage data
Design backup & restore strategy
Database Storage Management
Database performance tuning
Project: IVRS (Interactive Voice Response System)
Designed and developed programs in UNIX
Project: cTABS (Customer Telephone and Billing System)
Provide application support for cTABS; Globe Telecom’s integrated on-line and batch processing for landline
subscribers. Also handle testing of new modules prior to being cut-over to production.
Reporting to the Shift Leader
Assign as the lead person to handle the processing and maintenance of the subscriber base of the billing system using ICMS/AS400 system.
Assign in call processing and reconciliation.
Perform daily and monthly jobs. Generate monthly subscriber bill and reports.
Assign as the lead person at DIGITEL billing using RTDP system.
Assigned to encode, proofread and post payments, new subscribers and toll tickets.
Process all call data’s (AMA, CMD & ICC).
Generate and check subscriber bills.
Performs review of unlocated and unrated call records and initiates retrieval of information necessary to rate unprocessed calls. Responsible to backup and restore media tape in all RBU.
Responsible for transmitting off-site backup to backup site.
Ensure the proper storing, documenting and labeling of media tape (offsite and in-house).