Senior Support Specialist

Software Engineering & IT Jobs

Singapore

January 14, 2025

$4000 - $6000 / month

Full Time

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IMMEDIATE VACANCY

Key Responsibilities

Mentor and coach Technical Support Team to provide customers with exceptional support; including prioritizing assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues
Provide on-site and remote technical support (Level 2 and Level 3) to end-users, including installations, configurations, and troubleshooting hardware & software, OS (Linux/Windows/ Mac) and network issues.
Oversee daily team operations, ensuring efficiency and the successful execution of tasks
Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support
Assist with escalations and incidents, along with the Support Manager, effectively as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition
Advising clients on preventive maintenance, configuration, operation, and environmental factors that may impact product performance.
Ensure the quality of Support meets our high Customer Service standards by delivering against and exceeding team performance, SLA’s and other KPI’s
Proactively creates suggestions on improvements and processes for the team and improve the customer experience, and act as voice of the customer
Occasionally required to work after regular hours and or specific overtime, in line with the global business needs.

Skills and Experiences:

Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure.
Experience providing High Level support for Network and System and Server Administration Platform includes but not limited to; assisting Level 1 support, when needed and ability to diagnose and resolve basic and complex technical issues.
Strong understanding of IT related duties and business role.
Ability to grasp new contexts, think beyond traditional solutions and challenge.
Priority will be given to those able to start immediately and locals.

Other openings:

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