Responsibilities:

1.  Customer Issue Resolution & Responsiveness

1. Drive the communication with the customer to ensure the customer has confidence on problem
2. Define and understand the customer issue by creating the adequate reproduction
3. Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem

2.  Effective Communication & Collaboration

1. Identify the right resource to collaborate with for tough & political hot
2. Collaborate with cross-group peers both proactively and
3. Produce quality documentation and share with the appropriate team members and tech lead as

3.  Training & Readiness

1. Identify current knowledge deficiencies/training needs, as well as potential future
2. Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
3. Make effective technical presentations, both internal and
4. Provide documentation and mentoring to others within your technical
5. Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies /training needs, as well as potential future
6. Implement your development plan, actively seek development opportunities, and complete all scheduled
7. Meet with your manager to assess and adjust the plan as needed to match mid- and long- term career

4.   Operation Precision

1. Adhere to published queue or call back schedule and be available for on-call duty, as necessary
2. Use appropriate documentation and utilization and / or labor tracking methods to account for
3. Manage and prioritize your workload while keeping team members and management appropriately
4. Participate in ad-hoc projects per management request or business

Candidates’ skills:

SOFT SKILLS

1. Leadership - Manages team’s daily operational excellence and handle technically challenging and politically hot customer
2. Strong communications skills - Excellent spoken and written English communication
3. Effective, polished interaction with customer to gather
4. Demonstrable troubleshooting skills
5. Cross-team collaboration
6. Logical and Critical thinking

TECHNICAL SKILLS

    1. Past experience of support professional in IT field or IT technical consultant will is preferable.