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Tech Support Specialist

2 months ago

Singapore MyCareersFuture Full time

Job Summary

MyCareersFuture is seeking a highly skilled Tech Support Specialist to join our team. As a Tech Support Specialist, you will be responsible for providing technical support to product administrators via a ticket management system, adhering to Service Level Agreements (SLAs).

Key Responsibilities:

  • Provide technical assistance to product administrators, ensuring timely resolution of issues and meeting SLA targets.
  • Communicate effectively with customers through various channels, including email, live chat, and screen sharing.
  • Troubleshoot and log customer issues using internal technical tools, collaborating with engineering and product teams for swift resolution.
  • Manage a high volume of tickets, performing escalation and incident management duties, and identifying trends to escalate issues outside support scope.
  • Utilize internal and external resources for effective communication, maintaining confidentiality and adhering to security standards.
  • Identify inefficiencies and suggest workflow improvements to enhance the overall customer experience.

Requirements:

  • Strong knowledge of web technologies, Identity and Access Management, APIs, integrations, webhooks, live streaming, mail servers, and networks.
  • At least 2 years of experience supporting enterprise-level customers via multiple channels.
  • Proficiency in Windows, Mac, iOS, Android, Microsoft Suite, and ticket management software (e.g., Zendesk, Salesforce).
  • Self-managing with strong problem-solving skills, ability to manage and prioritize complex tickets, and excellent critical thinking and analytical skills.
  • Collaborative team player with strong interpersonal skills, adaptable to fast-paced environments and constant changes.
  • Confident communicator with strong empathy and cultural awareness, with business-level proficiency in Japanese a significant advantage.