Salary: Up To RM 7500
Working hours: 24/7 rotational shifts
Working hours: 24/7 rotational shifts
Work location: Nilai
Summary of the role
- Ensure customer satisfaction
- Be the onsite single point of contact for the customer
- Focus all teams on key customer priorities
- Reduce billing disputes and time to bill
- Enforce existing processes for effectiveness
- Reduce incident backlog to increase focus on critical customer issues
- Receive customer requests (phone, email, chat) and initiate appropriate action
- Provide incident resolution and value added technical contribution
- Monitor all Customer incidents and escalate/update as needed
- Monitor accuracy and content of incidents/CRQs
- Maintain consolidated incident priority lists to assist SUS/Development/Product
- Revise all ISR/RCA reports for customer appropriate details prior to delivery
- Review progress on customer RCA report action items and deliver customer updates
- Facilitate customer outage communication
- Consolidate and publish Navitaire customer metrics (Outage, SLA, Backlog)
- Publish weekly status reports
- Review Navitaire billing data and correct as needed
- Deliver monthly customer performance presentations
Main Responsibilities
- Coordinate all Navitaire customer deliverables and communication
- Define and drive Navitaire process and delivery improvements to improve customer satisfaction
- Receive customer requests (phone, email, chat) and initiate appropriate action
- Provide incident resolution and value added technical contribution
- Monitor all customer incidents and escalate or update as needed
- Monitor accuracy and content of incidents/change requests
- Maintain consolidated incident priority lists for customer issues to assist
- Support/IT/Development/Product
- Facilitate customer outage, sale, upgrade communication
- Revise all ISR/RCA disruption reports for customer appropriate details prior to delivery
- Review progress on Root Cause report action items and deliver updates to the customer on improvement plans
- Consolidate and publish Navitaire performance metrics (outage, SLA, open INC)
- Review Navitaire billing data with the Account Manager and correct Remedy incidents, as needed
Requirements
- 2+ years’ experience leading a small production application support or a similar team.
- 3+ years’ experience supporting applications, application development or support experience.
- Requires 3-5 years of complex troubleshooting in a mission-critical production environment. (Airlines industry exposure is a plus)
- 1+ years of IT Customer Service/Problem Management Resolution experience
- Experience with all Microsoft Office applications (Word, Excel, Visio, and Outlook)
Education
- Bachelor’s Degree preferably in IT/Engineering or equivalent work experience
- Basic competency working in a client server environment
- Windows Server Administration experience preferred.
- Microsoft SQL Server or equivalent database experience required, specifically the ability to query and research data in a relational database model
- Solid multi-tasking and problem resolution abilities
- Strong verbal and written communication, customer service, account management and negotiation skills, with the ability to interface with a diverse set of clients
- Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone
- Ability to manage own time effectively is a requirement for success
- Quick learner with desire to learn new tools and techniques