Reports to: APAC Support Operations Manager

Job Summary:

We are seeking a proactive and customer-focused Support Operation Specialist to serve as the first point of contact of Digital Gird customers that are in operations in Thailand. This role involves managing incidents, problems, and opportunities, coordinating with internal DG teams, whilst maintaining strong customer relationships, and ensuring timely exchange of information. The ideal candidate will need to have a strong background in stakeholder management, having excellent collaboration, interpersonal, and communication skills. Resilience and ability to handle critical situations are a must, whilst technical skills in IT and experience in Distribution Utility Industry would be a plus.

Key Responsibilities:

• Being the primary customer contact, candidate is accountable for user requests or issues via phone, email, or ticketing system.
• Perform initial troubleshooting, resolve at first contact where possible, ensure adequate information are available when escalating unresolved / complex issues to level 2/3 teams .
• Track and update status, ensuring customers are informed or updated in accordance with the agreed service levels.

• Track problem resolution process, whilst providing regular progress updates.
• Manage and coordinate remediations to include internal verification before release.

• Manage stakeholder expectations and handle escalations professionally.
• Create the required reports according to agreements
• Drive customer / internal meetings
• Undertake actions or contribute to ensure the profitability and/or expansion of the customer account.

Technical Skills

Interpersonal Skills

Qualifications