Technical Support Specialist

2 weeks ago

Singapore beBeeSupport Full time $4,000 - $6,000
Technical Support Specialist

The primary role of this position is to provide support to customers via various channels, including phone, email, remote assessment tools, and on-site support.

  • Customer Interaction: The Technical Support Specialist will serve as the main point of contact for all customer inquiries and technical support requests. This involves resolving issues in a timely manner and providing clear communication throughout the process.
  • Incident Management: The specialist will utilize incident management best practices to diagnose, troubleshoot, and resolve issues reported by customers. This includes collaborating with internal teams and external vendors to achieve timely resolutions.
  • Documentation: All customer interactions and resolutions will be documented accurately in the ticketing system. This ensures transparency and accountability within the organization.
  • Knowledge Base Update: The Technical Support Specialist will continuously update knowledge base articles and support documentation to enhance the efficiency of the M&S team.

Responsibilities:
  • Monitor service desk queues and ticket statuses to ensure timely response and resolution of customer issues.
  • Provide regular issue list reports to customers.
  • Collaborate with internal teams and external vendors to resolve incidents efficiently.
  • Document customer interactions and resolutions accurately.
  • Update knowledge base articles and support documentation regularly.

Skill Set:
  • Excellent communication and problem-solving skills.
  • Able to work under pressure and manage multiple tasks simultaneously.
  • Strong analytical and diagnostic skills.
  • Proficient in using remote assessment tools and ticketing systems.
  • Familiarity with ITIL framework and incident management processes.

This role requires an individual who can work independently and collaboratively as part of a team. The ideal candidate will possess excellent communication skills, have a strong ability to analyze problems, and be proficient in utilizing remote assessment tools and ticketing systems.

About Us:

We are committed to delivering exceptional customer service and maintaining a high level of technical expertise. Our goal is to provide solutions that meet or exceed customer expectations.

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