Confidential Support Specialist

Company :

• To monitor and respond to the alarm signals within service level targets.
• To communicate with registered key holders only on all enquiries pertaining to CMS monitoring and alarm activities, ensuring total customer satisfaction.
• To assign out all job requested by customers to respective in-house technicians based on their coverage areas.
• To gather customer feedback, identify problem trends and highlight to Executive/Supervisors for discussion, service enhancement and resolution of problems.
• To ensure that standard operational procedures (SOP) are adhered to.
• Profile accounts based on account types and key priority accounts.
• To demonstrate strong work commitment and work ethics.
• To ensure that the daily alarm activity is updated promptly and handover to following shift accurately
• To highlight non-SOP compliance incidents to Executive/Supervisor for corrective and preventive action.
• To adhere to schedule of work & be available for deployment at short notice when on standby.
• To carry out any new instruction by Management Pertaining to CMS operation