William Lam Email & Phone Number

Melbourne, Australia

•Deliver excellent customer service in order to resolve customer concerns and retain customers.•Respond to incoming customer inquiries about Digicert products•Provide superior customer service and build successful long-term relationships with external clients to ensure customer satisfaction•Work with senior technical support engineers to resolve complex issues reported by customers.•Working within the front line to assist customers via support case emails, phone, and online chat, and providing an excellent customer experience at all times.•Accurately gather information and document customer issues through the CRM tool•Remain fully aware of the availability of all aspects and features of the Digicert's SSL certificate products•Act as the primary point of contact for our customers and will work with DigiCert's product, engineering and marketing teams to share customer feedback to drive improvements.

Melbourne, Australia

• Receive and record service desk incidents and tasks.• Diagnose, troubleshoot and resolve software, hardware, desktop operating system and network technical issues.• Contribute to problem resolution processes, providing customer context and technical assistance to uncovering root causes for problems.• Undertake application administration tasks in accordance with standard operating procedures or change management processes.• Administer user access and security profiles in Microsoft Active Directory and Office365.• Review and resolve support requests as allocated according to company guidelines and logging issue to in house online support portal.• Manage and resolve issues within SLA requirements.• Escalate service request when resolution cannot be achieved within an effectively and timely manner in accordance to internal OLA.• Install and Configure Moveware and related application products on new and existing client sites in Window Server platform.• Develop and modify Moveware software and reports as required.• Perform Moveware Client site audits according to company guidelines.• Serve as an advocate for customers in driving the improvement and evolution of Moveware products and services and building strong customer relationships.• Liaison with internal and external stakeholder for service request resolution.

Melbourne, Australia

Working within a front line, deliver superior levels of customer service. Respond to and log enquires from customers, aiming for ‘first contact resolution’ whenever possibleProvide end to end accountability when provisioning, service, order, and fault reports raised for Internet products.Owning, managing and resolving customer issues. Including: • Confirming products acquired by customer• Provisioning restraints and blockages resolution, web hosting service. Ensure ownership is maintained track to completion within SLA requirementsEnsuring company web site, customer interface are kept up-to-date with all relevant information.Escalating where resolution cannot be achieved within an effective and timely manner and in accordance to internal OLA.Maintaining a high level of professional standards and business ethics, ensure that the company is represented in the most professional and appropriate manner.Liaison with internal and external stakeholder for service request resolutionStrong understanding of various products and services within the telecommunication industry including voice, IP data, IP networking and InternetGood analytical skills and the ability to use and interpret information from multiple systems or sourcesAlignment of IT technology and business strategies n support of organizational strategic goalsSupport team collaboration and evaluate support team members demand to improve productivityEnhance efficiencies of internal IT infrastructurePlan, design and administer company's data to ensure communication with other departments systems and develop precise communicationCisco router and switch installation, configuration and troubleshooting.Maintain and support IT systems (servers and clients) ensuring that business systems are accessible with minimum downtime.Diagnosis and resolution of network, hardware and software issuesEvaluate, implement and develop new IT and business systemsSystem log analysis experience