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Job Summary

As a NOC Engineer for Mobile Value-Added Services (VAS), you will be responsible for monitoring and managing customer complaints related to Mobile VAS services 24x7. Your role will involve coordinating with second-tier operations teams or service partners for in-depth analysis, identifying root causes, and implementing corrective and preventive actions. You will also analyze recurring or reopened complaints to ensure comprehensive resolution and continuous improvement.

Responsibilities

• Oversee customer complaints for Mobile VAS services 24x7, using monitoring tools for issue identification and logging.
• Work with the 2nd tier operations team or service partners for in-depth analysis and resolution of issues.
• Determine root causes of problems and implement corrective and preventive actions to resolve them.
• Address and analyze repeat or reopened complaints to ensure comprehensive resolution and prevent recurrence.
• Maintain accurate records of issues, resolutions, and preventive measures for future reference and analysis.
• Create regular reports on complaint trends, root causes, and the effectiveness of resolutions.
• Provide timely updates and resolution details to customers, ensuring clear and effective communication.

Qualifications:

• Bachelor's or higher degree in Telecommunication Engineering, Computer Engineering, Computer Science, IT, or any related field.
• 0 - 4 years of experience in a technical support role, with a focus on Mobile VAS services or telecommunications.
• Proficient in monitoring and issue tracking tools, with a strong understanding of Mobile VAS services and related technologies.
• Excellent analytical and problem-solving skills to identify and resolve issues effectively.
• Willingness to work in a 24x7 support environment, including shifts on nights, weekends, and holidays as required.

Recruiter

Pornvipa Phothong (พรวิภา โพธิ์ทอง)