Customer Support Assistant

What we need:

• The Customer Support Assistant is responsible for supporting day-to-day customer support operations within the data centre environment by ensuring timely, professional, and accurate handling of customer requests, operational coordination activities, and service communications.
• This role serves as one of the primary operational contact points between customers and internal departments, supporting 24x7 mission-critical operations to ensure customer satisfaction and service excellence. The Customer Support Assistant plays an important role in maintaining operational responsiveness, managing ticketing activities, coordinating customer operational requests, and ensuring all activities are executed in accordance with company procedures and Service Level Agreements (SLAs).
• The successful candidate will work closely with Operations, Facilities, Security, Engineering, and Customer Support teams to ensure smooth operational support delivery and a positive customer experience.

Key Responsibilities

1. Customer Operations & Service Support

• Support daily customer support operational activities across data centre facilities.
• Handle customer requests, inquiries, and operational support activities in a professional and timely manner.
• Coordinate customer operational requests including:
• Site access requests
• Shipment coordination
• Remote hands support
• Maintenance notifications
• Incident communication updates
• Service request processing
• Ensure all customer tickets are logged, updated, tracked, and escalated appropriately within agreed SLA timelines.
• Provide timely updates and follow-up communication to customers regarding ongoing requests, incidents, or operational activities.
• Support operational communication during planned maintenance, incidents, and emergency situations.
• Ensure all operational activities and customer interactions are accurately documented.

2. Ticket Monitoring & Incident Coordination

• Monitor ticketing systems to ensure prompt response and proper ticket handling.
• Escalate critical issues, urgent customer concerns, or SLA risks to Team Leads or Management.
• Coordinate with internal operational teams to follow up on customer requests and incident resolution activities.
• Assist in maintaining operational logs, incident records, and shift handover documentation.
• Support bridge call coordination and customer communication during operational incidents when required.

3. Customer Service & Relationship Management

• Deliver excellent customer service and maintain professional relationships with customers.
• Ensure customer communications are clear, accurate, professional, and aligned with company standards.
• Assist customers with operational inquiries and support requests.
• Support customer onboarding activities and operational coordination for new service implementations.
• Handle customer concerns professionally and escalate unresolved matters appropriately.

4. Operational Coordination & Administrative Support

• Work closely with Operations, Facilities, Security, and Engineering teams to ensure smooth coordination of customer operational activities.
• Support administrative and reporting tasks related to customer operations.
• Assist in preparing operational reports, customer request summaries, and service tracking updates.
• Ensure compliance with operational procedures, documentation standards, and reporting requirements.
• Participate in shift handovers and operational briefings to maintain continuity of service delivery.

5. Compliance & Process Adherence

• Ensure all operational activities comply with company policies, Information Security Management (ISM), and Environmental Health & Safety (EHS) requirements.
• Follow operational SOPs, escalation procedures, and customer communication guidelines.
• Maintain confidentiality and security of customer and operational information.
• Support audit activities and ensure operational records are maintained accurately.

The Successful Candidate

Experience & Qualifications

• Minimum 1–3 years of experience in customer service, customer operations, administrative support, telecommunications, hospitality, data center operations, or related operational environments.
• Experience working in a 24x7 operational or customer support environment is preferred.
• Diploma or bachelor's degree in communications, Information Technology, Business Administration, or related fields is advantageous.
• Experience in the data center, telecommunications, cloud, hospitality, or digital infrastructure industry will be beneficial.
• Familiarity with ticketing systems, customer support platforms, or operational coordination tools is preferred.

Technical & Operational Knowledge

Basic understanding or exposure in the following areas will be advantageous:

• Customer support and operational coordination processes
• Ticketing systems and service request management
• Data center operational environments
• Building Management Systems (BMS) and monitoring systems
• Incident escalation and communication processes
• Structured cabling and telecommunication infrastructure
• Operational reporting and documentation practices

Skills & Competencies

• Good verbal and written English communication skills.
• Strong customer service and interpersonal communication abilities.
• Good coordination and multitasking skills.
• Ability to work effectively in a fast-paced and mission-critical environment.
• Strong attention to detail and operational discipline.
• Ability to follow procedures and manage tasks accurately.
• Positive attitude with a proactive and customer-focused mindset.
• Ability to collaborate effectively with multiple teams and stakeholders.
• Basic problem-solving and organizational skills.
• Ability to remain calm and professional during operational incidents or escalations.

Key Performance Indicators (KPIs)

• SLA compliance and response time achievement
• Ticket handling accuracy and timeliness
• Customer satisfaction and communication quality
• Operational coordination effectiveness
• Accuracy of operational documentation and reporting
• Compliance with operational procedures and policies
• Shift readiness and handover quality
• Escalation handling and follow-up responsiveness
• Contribution to team operational performance and customer experience