Technical Support Representative (Open for Fresh Graduates)

Job Objective

This role provides both basic and advanced support for alarm management and is responsible for professionally handling, monitoring, and processing refrigeration and HVAC alarms. Key tasks include diagnosing, troubleshooting, and interrogating alarms through customer software, relaying refrigeration/HVAC alerts, and addressing customer requests according to specifications in a 24/7 operational environment. The role also involves answering inbound calls, managing service requests, confirming work orders, and performing graph analysis and troubleshooting for refrigeration and HVAC alarms for Basic and Resolution Food Retail customers.

Responsibilities and Outputs

Alarm Management & Smart Dispatch

• Interrogate refrigeration and/or HVAC alarms and diagnose issues in accordance with Service Level Agreements (SLAs) with external customers.
• Deliver alarm information with accurate documentation via phone or email to external customers.
• Make sound decisions based on alarm history and graph analysis.
• Update and confirm completed work orders following customer procedures.
• Answer inbound and transferred calls and address issues as required.

Job Qualifications

Educational Background

• Graduate of any 4-year degree.

Work Experience or Training

• Fresh graduates are welcome to apply.
• Experience in interactive customer service or related functions is preferred.
• Background in offshore service operations is an advantage.