CTAC Engineer Intern

Main Responsibilities

• Assists in monitoring the KPIs (Key Performance Indicators) of various platforms after cutovers, with durations typically ranging from 1-2 days up to 1 week for pilot migrations.
• Provides support to the company’s client requests as instructed by the mentor.
• Assists with minor GUI administrative tasks under the guidance of senior engineers.
• Learns and participates in updating tickets in our company’s ticketing system accurately and promptly.
• Acknowledges and responds to requests, inquiries, and issues via email, Viber, and WhatsApp chat groups, under supervision.
• Shadowing and learning from experienced CTAC Engineers in serving as the first point of contact for customers seeking technical assistance over the phone, email, or chat groups.
• Assists in responding promptly and accurately to customer queries via phone, email, or chat, with guidance from mentors.
• Observes and learns how to monitors customer complaints received via email and chat groups and assist in contacting customers to provide assistance.
• Works closely with senior engineers to understand the process of directing unresolved issues to the next level of support personnel.
• Learns how to record events, problems, and their resolutions accurately in the ticketing system.
• Assists in following up with customers to update them on the investigation status and provides specific information as needed, under supervision.

JOB SPECIFICATIONS:

• Currently pursuing a Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Electronics and Communications Engineering, or any equivalent related course/s.
• Strong interest in telecommunications and technical support.
• Has a basic understanding of networking concepts is a definite plus.
• Excellent communication skills, both verbal and written.
• Ability to learn quickly and adapt to new technologies and processes.
• Strong attention to detail and organizational skills.
• Ability to work effectively both independently and as part of a team.
• Willingness to learn and take direction from mentors.
• Availability to commit to a full-time internship position for the duration of the program.
• Amenable to complete the internship within the shifting schedules