Technical Support Specialist

1 week ago

Singapore SUPERMETRICS SINGAPORE PTE. LTD. Full time

Do you get kicks out of digging into tech problems and saving customers' days in the process? Awesome We're looking for a detective like you to join our tech support.

‍

We're looking for a
Technical Support Specialist to join our small but mighty support team in Singapore

You will make an impact by


Our products are incredibly powerful tools for our customers in cutting hours of time and manual effort from their reporting and analysis processes.

This means, we're actively used around the globe and need people like you to help educate our customers on the usage of our products, track down and catch bugs and unravel the mysteries of technical anomalies.


As our products move to a larger scale and increase in complexity, having experts like you on our team becomes more and more important.


How would you use your skills in your daily work?

  • Getting a ticket for a new technical issue, you'll need your technical and product knowledge as well as logical thinking to start your journey deeper into its origins. What makes software act in this way? How can I check if it's an isolated or a broader issue?
  • You'll need your strong communication skills to both ask insightful questions from the customer and internally from your team members, to help you get started in the right direction, and when needed have a video call with the customer to dig into the issue together.
  • We'd need you to be comfortable with being both a producer and consumer of technical documentation, as we have our own support blog with technical documentation and tutorial articles and we'd love to be an active contributor.

This role is for you if you have:
You've been working as a technical support specialist before in a SaaS company.

You're no stranger to playing detective when something goes unexpectedly wrong and enjoy the feeling of finding that one thing that made the dominoes collapse one after another.


We hope you have these skills in your toolkit:

  • Excellent customer service skills in English
  • Strong troubleshooting skills to diagnose and resolve basic technical issues
  • Ability to identify technical anomalies and verify with errors found in logs
  • Solid command of Business Intelligence tools, such as Google Data Studio and Tableau
  • Advanced spreadsheet skills with Google Sheets and Microsoft Excel

We'd also love you to have:

  • Basic programming and/or SQL knowledge
  • Understanding of digital marketing concepts and data analytics concepts
  • Knowledge of digital marketing platforms, such as Google Ads, HubSpot and Microsoft Advertising
  • Knowledge of social media networks and social media marketing, such as Facebook Ads, LinkedIn Ads and Twitter Ads
  • Familiarity with any Supermetrics products

What's in it for you?


The reason people love to work at Supermetrics is that we all work towards the same goal using our own individual strengths.

We're determined to achieve our vision of being the best business data pipeline company in the world.

At Supermetrics, we have unrivaled team spirit and a shared thirst for continuous learning and sharing our knowledge. We take our work seriously - not so much ourselves. We recognize our team as our greatest asset and take good care of our people.

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