Good Quality & Service
Technical Support Manager
» Company
» Industry
: Telecommunication
» Employees
: 120
» Location
: Phnom Penh
Wicam Corporation, Ltd

Degree Middle Term Full Time
Year of Exp. 5 Function Management
Salary Negotiable Qualification Bachelor Degree
Sex Male/Female Language English,
Age 20-45 Location Phnom Penh,
Published Date 2016-11-01 Closing Date 2016/11/29
  • Job Description

·         Handle escalated technical issues within the department, providing the best solution for the customer.


·         Performing quality assurance with recent customer contacts to make sure their issues are resolved 100% and received quality customer service.


·         Perform managerial tasks for your department such as review of timecards to ensure completion and accuracy, time off/sick requests, employee evaluations, and leading department weekly meetings.


·         Ensure all ticketing systems, domain renewals, system audits, etc. are being followed up on and kept current.


·         Revise existing programs to increase operating efficiency or adapt to new technological requirements. • Track service visits, recoveries, and areas with consistent service issues to help determine areas with possible tower issues where a network upgrade would be beneficial to alleviate problems (oversaturation, Non-line of site solution, etc.


·         Act as the liaison between Networking & Customer Care, escalating higher level problems to be addressed quickly.


·         Training employees to keep them on the leading edge of the industry, providing them with the best tools to perform their daily responsibilities


·         Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate


·         Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together


·         Liaison with the internal functions including sales, product management, engineering, network operations, provisioning and other service functions


·         Review daily priorities and take appropriate action to ensure results are achieved


·         Remain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challenges


·         Provide input into the company service strategy

  • Job Requirements

·         MBA or BBA in the Computer Science


·         5 years’ experience in managing the TS with ISP


·         Keeping yourself in sync with the department to increase communication with your team while promoting customer satisfaction.


·         Must multi-task and prioritize the responsibilities of the position, while being flexible to fix issues that arise.


·         Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management


·         Excellent Leadership & Customer Service skills, able to maintain a cooperative working relationship with a varied and diverse population.


·         An advanced knowledge of networking solutions for small/home offices along with Ubiquiti and Mikrotik equipment.


·         Technical understanding of Networking and Hosting technologies and solutions


·         Experience of working with Cisco MPLS networks


·         Experience leading and developing a support team in a managed service environment


·         Must demonstrate the desire to learn, supported with a love for technology.


·         Must be able to be very flexible with daily tasks, handling multiple interruptions and adjustments to priorities throughout the day


·         Excited by the Internet and emerging technologies


·         CCNA qualification an advantage


·         Able to work on own initiative to develop the team


·         Must have proven ability to work within a fast-paced, high-change environment.

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  • Contact
Contact Person : Mr. Sib Seyha
Phone : 010888796 / 012793208
Email : admin@wicam.com.kh
Website : www.wicam.com.kh
Address : #113, St 271, S/K Boeung Salang, Khan Toul Kork, Phnom Penh, Cambodia.