Train, coach and manage Call Center Team with regard to policies and procedures, including preparing monthly report of call center movement and result. Lead and organize the Call Center Team to successfully resolve Technical Issues and other enquiries Assist in the recruitment and hiring of the most qualified applications to meet the needs of the front end. Continuously mentor and coach on communication skill and being the decision maker for some problem solving related to customers complaints and concern. Be prompt to perform actions to assist EZECOM Customers. Escalate Customer Issues to the appropriate EZECOM Team when unable to resolve inside the Call Center. Identify skill gaps for staff and suggest solutions to improve their skill. Monitor Call Center Team effectiveness and keep records. Find solutions for difficult service situations and closely with Tier 2 of Call Center team. Suggest Improvement to Management. Encourage and foster a Teamwork and Knowledge Sharing environment with Staff. Well follow-up with Colleagues to provide best service to EZECOM Customers. Maintain good relationships with EZECOM Customers and Potential EZECOM Customers. Communicate professionally with EZECOM Customers (and potential Customers) Face-to-Face, Phone, E-Mail and SMS. Other tasks assigned by Manager and Head of Department

Basic understanding of Optical fiber testing, and test instruments · Basic understanding of Transmission technologies, SDH,PDH,DWDM · Basic understanding of layer 2 switching, IP routing (Static, RIP, EIGRP etc…) · Ability to work extra hour if need · Basic Networking , IP Internet knowledge · Minimum 1 year experience with transmission or IP networking, ISP experience desirable · Background from bachelor IT degree · Good communication and team work · Goods English speaking and writing