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Technical Support Specialist

4 months ago

Singapore AGAPE, CONNECTING PEOPLE PTE. LTD. Full time

Job Summary:

Responsibilities:

  • Provide support for all technical queries from customers related to Toku's product platform via ITSM and other asynchronous channels.
  • Collaborate with crossfunctional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback.
  • Own the customer experience and work to exceed their expectations.
  • Identify recurring issues and propose solutions or escalate them to prevent or minimize future occurrences.
  • Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability.
  • Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques.
  • Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience.
  • Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system.
  • Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs.
  • Proactively stay wellinformed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members

Requirements:

  • The capability to evaluate and focus on indepth problem analysis of Toku's products and their integration into enterprisewide mixed environments, as well as replicate and detail for referral to Senior Support where required
  • Familiarity with basic features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have
  • Working experience with the following: Help Center/knowledge bases, Microsoft Teams is an advantage.
  • At least 2 years of experience in a technical software environment. Preferably within a startup or fastpaced environment.
  • Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner. RESTRICTED
  • Empathetic and patient approach when dealing with customers, ensuring a positive and professional customer experience.
  • Detailoriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously.
  • Familiarity with CRM software and support ticketing systems; Zendesk is a plus.
  • Ability to work independently and collaboratively within a team, demonstrating a proactive and selfmotivated attitude.
  • Ability to work shifting schedules