Senior Support Specialist

IMMEDIATE VACANCY

Position: Senior Support Specialist

Location: Kallang Pudding Road (Singapore)

Duration: Permanent

Industry: IT Industry

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.