Technical Support Specialist

JOB OBJECTIVE:

This position is required to perform basic and advanced support for alarm management and to
professionally handle, monitor and process refrigeration and HVAC alarms, including but not limited to: diagnosing, interrogating, troubleshooting via connecting to customer software, relaying refrigeration / HVAC alarms, and other customer requests pursuant to customer specifications for a 24/7 department operations.
This position is also required to answer inbound calls, service requests, confirm work orders, perform graph analysis and troubleshooting of refrigeration and HVAC alarms of Basic and Resolution Food Retail customers.

ALARM MANAGEMENT & SMART DISPATCH
• Responsible for interrogation of refrigeration and/or HVAC alarms received and diagnosing them based on Service Level Agreement with external customers
• Deliver alarm information with accurate documentation by calling or sending email to external customers
• Provide sound decision based on alarm history and graph analysis
• Update and confirm completed work orders pursuant to customer procedures
• Answer inbound and transferred calls and address them as necessary

JOB QUALIFICATIONS:
Graduate of any 4-year degree
• Preferred with experience gained from interactive customer service and related functions.
• Background in offshore service operations is an advantage
• Computer Applications such as MS Office (Basic Knowledge in MS Outlook, MS Word, MS Powerpoint, Sharepoint and Basic Knowledge in MS Excel)
• Lumity business systems and tools (MSSR, Salesforce, VMWare, ININ)
• Willing to Work on Shifting operations which may include Work on Weekends, to support the
assigned business and customers.
• Willing to Work Overtime or on Rest Day Overtime to support manpower requirement of the operations during critical days and/or peak season.
• Must be able to Effectively and Independently function while maintaining a Positive Energy level in an environment of constantly shifting demands.