Saas Solution Support

2 weeks ago


Singapore Samsung SDS Asia Pacific Pte Ltd Full time

Summary:


This role focuses on call center tech operation, such as call cloud (Gensys, Amazon Call Cloud) and familiar with SaaS PaaS CRM solutions such as Sprinklr, ServiceNow.


Responsibilities:

  • To serve as support for the Samsung's Customer Experience as IT Operation representative
  • To provide first level support to the team for all technical enquiries related to call cloud solutions and omni channel solution
  • To liaise and cooperate between different teams RHQ, HQ, Subs, Agencies for IT related tasks.
  • Lead in technical discussions with RHQ and subsidiaries (e.g. gather use requirements, consolidate technical issues, manage change requests with HQ and External Vendors)
  • Liaise with HQ and External Vendors in resolving technical issues
  • Identify and recommend improvement opportunities for users and customers (e.g. system enhancements, process workflow)
  • Collaborate with HQ, Subsidiaries and External Vendors to deliver system enhancements and support business strategic goalsTrack and followup on project timeline and action items with HQ and External Vendors
  • Involve in UAT testing and prepare necessary documents (e.g. SOPs, guidelines) to support training and golive before new system enhancements are launched
  • Lead and provide UAT and system training, including ad hoc/additional training for new/existing users where necessary and/or upon request from RHQ and subsidiaries
  • Prepare for crisis management (e.g. BCP for issue resolution and monitoring during WFH situations where required
  • Provide necessary data/report for management decision when required.

Requirements:

  • Bachelor degree in Business or equivalent
  • At least 3+ years of working experience as call center tech operation
  • Broad knowledge of call center technologies such as CTI IVR PBX
  • Good understaing of call cloud solutions such as gensys and amazon
  • Familiar with microsoft office suite
  • Proactive, selfmotivated
  • Effective communication and presentation skills
  • Team Player
  • Experience in CRM, ERP solutions such as Sprinklr, ServiceNow and SAP is a plus.

Salary:
$3, $7,000.00 per month

Benefits:

  • Health insurance

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Overtime pay
Expected Start Date: 06/03/2023

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