Customer Technical Support Manager

As the leading recruitment agencies, Adecco is currently supporting one of the growing Digital Infrastructure Company that develops, builds and operates digital networks and data center assetsin their search for Customer Technical Support Manager that will be in Batam work of setting.

This role focuses on providing technical support, customer incident management, customer engagement related to technical matters, ensuring that all customers facing technical issues are addressed promptly and professionally.

• Act as the first point of contact for customers on all technical matters related to the data center infrastructure and services.
• Provide timely updates and resolution paths for client reported incidents, problems, technical enquiries and support, escalations, ensuring customer satisfaction, 100% uptime and compliance with customer SLAs.
• Act as the main point of contact to client communications during critical events, incidents, disaster events, alarms, customer related Change Management, Customer Business Review meetings, and all customer technical related discussions, meetings and technical reviews.
• Work collaboratively with Operations team to monitor, troubleshoot, coordinate resolution of technical issues that affecting Manage all customer communications during critical and major incidents.
• To contribute and collaborate with internal engineering, facilities, and operations team to ensure root cause analysis and permanent fixes are delivered.
• Maintain accurate incident records in ticketing system and ensure SLA compliance.

• 7+ years of experience in technical support, client services, or operations within data centres
• Bachelor’s degree in electrical or mechanical engineering or related field
• Strong knowledge of data centre critical infrastructure system (UPS, Generators, Chillers, CDU, FWU/CRAH, BMS)
• Familiarity with ITIL framework, Incident Management, Change Management, Problem Management
• Excellent communication skills, stakeholder management, and customer service skills

Only selected candidates will be contacted, good luck!