Technician 1 Monitoring Services (Technical Support)

JOB OBJECTIVE

This position is required to perform basic and advanced support for alarm management and to professionally handle, monitor and process refrigeration and HVAC alarms, including but not limited to diagnosing, interrogating, troubleshooting via connecting to customer software, relaying refrigeration / HVAC alarms, and other customer requests pursuant to customer specifications for a 24/7 department operations.

This position is also required to answer inbound calls, service requests, confirm work orders, perform graph analysis and troubleshooting of refrigeration and HVAC alarms of Basic, Resolution and Smart Dispatch Food Retail customers.

RESPONSIBILITIES AND OUTPUTS

MAIN DUTIES

ALARM MANAGEMENT & SMART DISPATCH - 95%

1. Responsible for interrogation of refrigeration and/or HVAC alarms received and diagnosing them based on Service Level Agreement with external customers

2. Deliver alarm information with accurate documentation by calling or sending email to external customers

3. Identify correct action, whether to call or disregard/hold alarms based on alarm history, graph analysis vis--vis customer procedure

4. Update and confirm completed work orders pursuant to customer procedures

5. Answer inbound and transferred calls and address them as necessary

6. Read and understand customer procedures

7. Identify process improvement

8. Conduct customer survey for every external customer transaction

ADDITIONAL FUNCTIONS - 5%

1. Other functions that may arise.

Total 100%

JOB SPECIFICATIONS

EDUCATIONAL BACKGROUND

Graduate of any 4-year degree

WORK EXPERIENCE OR TRAINING

Fresh graduate is acceptable

Preferred with experience gained from interactive customer service and related functions.

Background in offshore service operations is an advantage

SKILLS AND ABILITIES

Computer Applications such as MS Office (Basic Knowledge in MS Outlook, MS Word, MS Powerpoint, SharePoint and Basic Knowledge in MS Excel)

Managed Services business systems and tools but not limited to Salesforce, RDP, Genesys, etc.

OTHER WORK CONDITIONS

• Work on shifting operations with scheduled days off
• Supporting the assigned business and customers
• Work on Weekends and Holidays
• Willing to render overtime or rest day overtime on a voluntary basis when operational needs arise during critical days and/or peak season
• Fast-paced environment
• Work on-site thrice a week

COMPETENCY PROFILE

Customer Focus

Communicates Effectively

Drives Results

Action Oriented

Collaborates

Self-Development

Self-Awareness

Interpersonal Savvy

Plans and Aligns