Technical Support Specialist

7 days ago


Singapore USER EXPERIENCE RESEARCHERS PTE. LTD. Full time
Job Overview

We are seeking a skilled Technical Support Engineer to join our team at USER EXPERIENCE RESEARCHERS PTE. LTD.

About the Role

This is a challenging and rewarding opportunity to work with cross-functional teams, including development, operations, and product teams, to ensure prompt and efficient resolution of customer queries.

Key Responsibilities
  • Provide Technical Support: Offer Tier 1 to Tier 3 support for software, hardware, and networking issues, diagnosing, troubleshooting, and resolving technical issues reported by customers via email, phone, or chat.
  • Incident Management: Log and track issues using helpdesk or ticketing systems (e.g., Jira, Zendesk), escalate unresolved issues to appropriate internal teams (e.g., Development, Operations), and maintain documentation for troubleshooting processes and resolutions.
  • Customer Interaction: Communicate effectively with customers to understand their problems and provide clear, timely solutions, building and maintaining strong relationships with customers by ensuring satisfaction and follow-ups on open tickets.
  • Collaboration: Work with cross-functional teams to address complex issues and suggest product or service improvements, collaborating with engineering and development teams to resolve system bugs and performance issues.
  • Knowledge Management: Develop and maintain knowledge base articles, FAQs, and user guides for internal and external use, staying updated on new features, technologies, and product releases.
  • Monitoring and Reporting: Monitor system performance, identify potential issues, and provide proactive solutions, generating and presenting reports on support activities, metrics, and customer satisfaction.
Qualifications and Skills
  • Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • Experience: 3+ years of experience in a technical support or similar role, hands-on experience with ticketing systems like Zendesk, Jira, or ServiceNow.
  • Technical Skills: Proficiency in troubleshooting Windows, macOS, and Linux operating systems, knowledge of networking concepts (TCP/IP, DNS, VPN, firewalls), familiarity with cloud services (AWS, Azure, or Google Cloud), experience with databases (SQL, MySQL, PostgreSQL) and APIs is a plus, ability to read and understand logs and debug basic code issues.
  • Soft Skills: Excellent communication and interpersonal skills, strong analytical and problem-solving abilities, ability to manage multiple priorities and work under pressure, customer-focused mindset with the ability to empathize with users.
Salary and Benefits

The estimated annual salary for this position is $85,000-$110,000, depending on experience and qualifications. We offer a comprehensive benefits package, including health insurance, retirement plan, paid time off, and professional development opportunities.



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