Customer Service Operations Analyst

General Description:

Supports client 24x7 SOC operation, rotation shift

• Implement Convergint APAC service center operation standard strictly, to provide service call answering, case creation, and CS team coordination.
• Follow up closed cases, and do service survey call weekly, meanwhile, to provide service survey feedback report.
• Create RPM plans on Netsuite either new project handover or maintenance contract renewal
• Distribute the maintenance contract renewal notification internally after new maintenance contract singed off.
• Manage and maintain Convergint security system as Administrator.
• Manage Convergint system monitoring platform, proactively identify potential issues and take corrective action before they affect end-users.
• Be responsible for card printing internally and externally.
• Able to perform security incident discovery, triage, and remediation plan coordination.
• Maintain documentation of incidents and service requests, including status updates and resolution details, Compile data and reports for operational analysis
• Develop and maintain knowledge articles and documentation to facilitate issue resolution and service request fulfillment.
• Generate and maintain daily, weekly, and monthly security and event reports to summarize findings, trends, and anomalies.
• Managed Outsource tasks, workflows and other service operation platform as client required
• Full support other assigned works by SOC Supervisor.

• Excellent Customer center Answering Skill and Service Skills.
• Strong customer service awareness and responsibility.
• Strong communication and coordination skills.
• Excellent communicate orally and written in English.
• Keep seriousness, carefulness working attitude.
• Familiarity with incident response and vulnerability management processes.
• A team player and can also work on own initiative.
• Intermediate to advance MS excel skills.
• At least 2 years of experience in a security operations center or a similar role.
• Ability to work in a fast-paced, 24/7 environment and respond to incidents and service requests quickly and efficiently.
• Amenable to work in a rotating shift schedules.