Role Summary
The Customer Service & Operations Engineer (Junior) provides first-line operational support and customer communication for production environments. The role focuses on responding to customer requests according to defined SLAs, managing internal ticket workflows, coordinating with technical teams, and providing timely status updates to customers.
Key Responsibilities
- Respond to customer requests and incidents according to SLA requirements.
- Maintain clear communication with customers regarding issue status and resolution progress.
- Create and manage internal tickets based on customer requests or monitoring alerts.
- Track ticket lifecycle and coordinate with internal teams to ensure timely resolution.
- Escalate incidents or issues to appropriate engineering teams when necessary.
- Collect operational data and assist in preparing service reports.
- Participate in shift handovers and maintain operational documentation.
Required Qualifications
- Bachelor’s degree in IT, Computer Science, Engineering, or equivalent practical experience.
- 0–2 years of experience in technical support, service desk, or IT operations.
- Strong communication and customer service skills.
- Basic understanding of IT infrastructure concepts such as servers and networking.
- Ability to work in 24×7 shift rotations, including nights, weekends, and public holidays.
Preferred Qualifications
- Experience in customer-facing technical support roles.
- Familiarity with ticketing or service desk systems such as Jira or ServiceNow.
- Experience working with global teams or customers.
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