We are looking for passionate, motivated, and highly skilled individuals to be the front liner for all Redtone’s customers; providing the best customer experience for all telecommunications services offered by the company.
Duties and responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone, email and other channels of communication.
- Able to perform remote troubleshooting through diagnostic techniques and pertinent questions related to technical and network.
- Determine the best solution based on the issue and details provided by customers.
- Direct unresolved issues to the next level of support personnel
- Follow-up and update customer status and information on a timely manner as per standard guidelines by the company.
- Work closely with internal teams and departments to resolve all customer related complaints and outages.
- Pro-actively monitor live circuits & nodes, perform the right escalation, communicate efficiently and accurately to the customer and preparation of relevant reports but not limited to root cause analysis and service interruption report.
- Continuous performance improvement of sites; by mitigation on faults, root cause analysis, weekly meetings and quarterly meetings with internal and external (service providers) teams to ensure sites KPI are met.
- Able to deliver exceptional performance and take up additional assignment and tasks related to the operations department as part of the company’s continuous efforts for service improvement.
Qualifications and requirements
- Candidate must possess at least a bachelor’s degree in IT, Computer Science, Telecommunications or Network. (Fresh graduates are encouraged to apply)
- Excellent communication skills with proficiency in multiple languages a plus.
- Self-driven, achievement oriented and Strong Can-Do attitude
- Ability to communicate professionally with clients, regulatory bodies, and partners.
- A team player and must be able to work on shift. (6am-6pm), (6pm-6am) 4 days works, 3 days off
Job Type: Full-time
Pay: RM2,000.00 - RM2,300.00 per month
Work Location: In person
Expected Start Date: 08/11/2025
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