Deskripsi Pekerjaan
Are you a detail-oriented professional ready to make a significant impact in the telecommunications sector? CelcomDigi is looking for a skilled Fibre Back Office Support specialist to join our growing team. In this pivotal role, you will play a crucial part in ensuring seamless connectivity for our customers by managing post-installation fibre issues.
As a key member of our support network, you will be responsible for troubleshooting complex technical problems, coordinating with internal and external partners, and ensuring strict adherence to SLA-driven case management. We are committed to delivering exceptional customer experiences, and your expertise in resolving fibre-related back-office challenges will be vital to our success. If you thrive in a fast-paced environment and enjoy solving technical puzzles, we want to hear from you.
Tanggung Jawab
- Manage and resolve post-installation fibre network issues efficiently and accurately.
- Coordinate closely with technical partners and internal teams to diagnose and rectify faults.
- Monitor and track all support tickets to ensure strict SLA compliance and timely resolution.
- Conduct root cause analysis to identify the underlying issues and implement preventative measures.
- Maintain accurate records of customer interactions and technical escalations in the CRM system.
- Provide regular status updates to stakeholders and ensure customer satisfaction throughout the resolution process.
Kualifikasi
- Diploma or Bachelor’s degree in Information Technology, Telecommunications, or a related field.
- Strong understanding of fibre optic technology, networking concepts, and troubleshooting methodologies.
- Excellent verbal and written communication skills with the ability to explain technical issues clearly.
- Proficiency in using CRM software and case management tools.
- Ability to work independently as well as part of a collaborative team environment.
- Strong problem-solving skills with a customer-centric approach.