Customer Technical Advocate

Customer Technical Advocate

Yash Technologies Singapore Pte Ltd
7-10 years
Not Specified

Job Description

Job description and responsibilities
· He/She is acting as first line of support towards customer
· Open network incidents
· He/She start the investigation and troubleshooting after having gathered all the necessary info
· He/She has to provide regular update and progress to the customer of any outstanding tickets
· He/She has to interface to the regional TAC in case escalation is required
· He/She work in tandem with the Maintenance Service Manager for governance meetings
· He/She write up incident reports whenever an outage occur
· He/She is on call roster (non-shift work)
· Be an outage manager during outage and coordinate the troubleshooting in a conference bridge
· Provide a weekly report of the ticket status
· Answer to customer technical questions
Ideal profile:
The ideal candidate should be equipped with the following:
· Good degree in Telecommunication or Information Technology
· Has worked in a similar position for 7+ years
· Knowledge of ISP networks
· Knowledge of Linux/NMS
· Hands on experience with Service Provider grade routers
· Theoretical and practical experience with L2VPN, L3VPN , MPLS and main routing protocols
· Preferably experienced on large networks
· A previous experience with 7750 routers is a big plus
· Good analytical and troubleshooting skills
· Good interpersonal skills
· Excellent customer management and presentation skills
· A good certification is a plus but not mandatory

Note: Applicants who are currently residing in Singapore may consider.

YASH Technologies, headquartered in USA, has a history of growth and success. Founded in 1996, YASH started off as an IT consulting partner for one of the most recognized brands in the agricultural equipment manufacturing industry. With steady and planned growth, YASH’s vision went global in the year 2000, with introduction of offshore operations in India. Named as of one of the “Fast 500 companies, YASH has grown organically through strategic acquisitions. We currently have over 5000 global employees, and growing.

YASH has been appraised as SEI CMMI (Level 5) and recognized by Great Place to Work® Institute as a ‘Certified Great Place To Work’, and World HRD Congress 2017 ranked us 53rd in the prestigious list ‘Dream Companies To Work 2017.

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