Job description:
To act as an independent checker by visiting customer sites and covering technical ticket handling to ensure all installations, internet services quality control, troubleshooting, and response times meet approved designs, security requirements, SLA, and company SOPs.
Key Responsibilities
- Handle customer inquiries via phone, chat, email, or ticketing system.
- Diagnose internet connectivity issues (no connection, slow speed, intermittent drops).
- Guide customers through basic troubleshooting (modem/router reboot, cable checks, Wi-Fi setup) and educate customers on basic cybersecurity (passwords, firmware updates).
- Advise on Wi-Fi best practices (router placement, interference, device limits.
- Troubleshooting on common devices: routers, ONT/ONU, PCs, smartphones, smart TVs.
- Verify that all technical and router installation works are fully completed according to approved design and scope.
- Cover and monitor technical support tickets, ensuring timely response and resolution in line with SLA.
- Conduct on-site checks for troubleshooting, internet performance, stability, and configuration, with priority on customer-reported issues.
- Identify whether issues are customer-side, network-side, or external (content provider).
- Perform quality control checks to identify gaps, risks, or non-compliance issues, and drive improvements in response time and service effectiveness.
- Ensure compliance with internal SOPs, customer requirements, security standards, and SLA commitments.
Key Skills / Requirements
- Bachelor's Degree or Diploma in Networking, Computer Science, Software Engineering, or any related field.
- Strong understanding of network installation and infrastructure.
- Willing to travel.
- Ability to speak Mandarin is an added advantage, as the role involves dealing with customers from China.
- Basic knowledge of network security practices.
- High attention to detail with strong checking discipline.
- Ability to work independently and objectively.
- Good documentation and reporting skills.
- Experience in a telco, ISP, or enterprise network environment is preferred
