Customer Service Operations Engineer

Key Responsibilities Customer Support & Coordination - Respond to customer requests and inquiries in a timely manner based on defined service processes and SLA requirements. - Perform initial issue checking and collect relevant information for internal escalation when required. - Maintain clear and professional communication with customers throughout the ticket handling process. - Coordinate with internal teams, vendors, and data center personnel to support issue resolution. Ticket Management & Follow-up - Create, update, and track tickets throughout the handling process. - Follow up on pending actions and coordinate with relevant teams to ensure timely progress. - Maintain accurate ticket records, including updates, timelines, and resolution summaries. Cross-Team Coordination - Collaborate with Engineering, Network/Infrastructure, Data Center Operations, and vendors to resolve complex issues. - Participate in incident escalation, handover, and shift-transition processes to maintain continuity. Reporting & Documentation - Collect operational data and prepare reports as required. - Assist in maintaining SOPs, operational records, and knowledge base documentation. - Support continuous improvement activities by identifying recurring operational issues and process gaps. Required Qualifications - Diploma, Higher NITEC, vocational education, or equivalent practical working experience. - Fresh graduates and candidates with relevant internship or working experience are welcome. - Good communication and coordination skills. - Able to follow operational procedures and handle tasks in a structured and responsible manner. - Basic computer and IT skills. - Willingness to work in 4-day shift rotations, including nights, weekends, and public holidays. - Willingness to support on-site operational activities in a data center environment. - Experience in customer service, operations support, technical support, service desk, or related roles. - Familiarity with ticketing or workflow systems (e.g., Jira, ServiceNow, Zendesk). - Basic understanding of IT infrastructure, servers, networking, or Linux systems. - Experience working in data center, telecommunications, cloud service, or IT service environments is a plus. Language Requirements - English: Good written and spoken communication skills required. - Ability to communicate in Mandarin is preferred to support coordination with Mandarin-speaking customers, vendors, and overseas teams.