Customer Support Administrator (Technical Support WAN)

Job Description Form

Our client is a global virtual network operator providing business-grade wholesale telecommunication services. Our client offer their customers a unique portfolio of services in more than 200 countries. Theri customers are typically international carriers and telecom operators.

Job profile

As a Customer Support Administrator you will be a member of our client's Global Customer Support team in both Europe and Singapore. This department is responsible for all incident management activities. Our our client's Support Administrators therefore take full ownership of a pending technical issue until resolved. Your primary tasks and responsibilities will be to:

Pro-actively communicate with channel-partners concerning incoming incidents and register these findings in trouble tickets;
Resolve technical issues involving clients’ network connections by analyzing the incident and pro-actively coordinating the repair process with third party providers/suppliers;
Manage the channel-partner relation by means of proactive communication throughout the entire resolution process so that their customer experiences the problem as fully and adequately resolved by our cliento;
Administrate the process of technical support accurately and share findings with colleagues;
Participate in project teams as necessary to support the business.

Your Profile

Completed relevant education (ICT, Electronics, Telecommunications)
Minimal of 2 years of relevant work experience
General knowledge of:
- Access networking technologies (xDSL, Leased Line, wireless, satellite)
- Routers / firewalls (primarily CISCO)
- VPN solutions (public based on IPSEC/SSL or private based on MPLS)
- Network management systems / tools
English proficiency is a must; a second language is beneficial
Analytical & communicatively strong
Creative & channel-partner focused