Technical Support
DHL EXPRESS
Total years of experience :5 years, 2 Months
Responsible for all aspects of customer services using DHL’s E-
Commerce applications providing L1 support to the users through
remote support, calls and emails.
• Establishing customer contacts and installation, demonstrating,
training, upgrading, and troubleshooting of DHL E-Commerce
applications whilst ensuring highest Service Level Agreement (SLA).
• To liaise and co-ordinate with counterparts, eg. ITSC’s team & Sales
Team, in developing solutions and processes to ensure the highest
level of service rendered to customers.
• Ensure all the tickets have been logged on service desk and closed
within the time frame.
• Monitor on deployed sites to ensure full utilization by user end.
• Generate statistic report for management purpose and update
technical support processes.
Responsible for accurate and timely issue of quotations and
proforma invoices to our customers as required.
To process inquires by phone, fax, email and personal visits in
relation to company business.
Meet customers to discuss their requirements & maintain good
relationship.
To maintain an efficient working environment.
To make accurate purchases of material supplies for resale as
required and take customer payment by Letter Credit/Open Account
as required.
Ensuring 99.99% system Uptime by supervising all critical, major and minor alarms and get them resolved appropriately within shortest span of time and providing solutions so that such a problem is not encountered again.
Responsible to look after the operation &maintenance, Rectification, configuration, performance management etc.
For Nokia & Ericsson, monitoring and rectification of any Hardware fault of cell sites, helping Circle Engineers to take the Routine Backup, preventive maintenance activities, taking care of customer complaints.
Supervision of base station controllers (BSC) and migrating them to other MSC in case it is imperative to shift them for load balancing
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