Yao Fei Loo

To provides 24/7 technical support to customers by remotely or onsite support. Manages the implementation of projects closed by the field sales team. Coordinates closely with internal sales, project managers and service resources by communicating project status and success metrics. Monitors customer support for technical solutions implemented and alerts the field sales to potential customer satisfaction threats or competitor activity. Creates documentations and technical knowledge transfer to customers. Provides expert advice on technical proof-of-concepts evaluation. Maintains knowledge of competitive products as well as complimentary solutions. Work collaboratively with the field sales, project management, engineering, and support teams. Provides coaching and professional development to team members to enhance their product knowledge, technical acumen, and technical sales skills. Develops and maintain relationships with prospects, customers, and partners. Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems Respond to customer inquiries, assist in troubleshooting and resolving challenges Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. Provide prompt and accurate feedback to customers

- Responsible for the first level support in daily Data Centre operations as well as customer support. - To perform scheduled system health check, data back-up services, M & E equipment checking and management of cabling. To monitor condition of network and all facilities in Data Centre on 24 hours basis. - To carry out first level troubleshooting, log incident case and proper escalation. - To follow up and preparation of incident reports for every reported incident until case closes. - To update and maintain the latest information of customer, inventory list and related documentation.