Senior support specialist
3 days ago
IMMEDIATE VACANCY
Position:
Senior Support Specialist
Location:
Kallang Pudding Road (Singapore)
Duration:
Permanent
Industry:
IT Industry
Key Responsibilities
Mentor and coach the Technical Support Team to provide exceptional customer support, including prioritizing assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues.
Provide on-site and remote technical support (Level 2 and Level 3) to end-users, including installations, configurations, and troubleshooting hardware & software, OS (Linux/Windows/Mac), and network issues.
Oversee daily team operations, ensuring efficiency and successful execution of tasks.
Ensure exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support.
Assist with escalations and incidents, along with the Support Manager, effectively liaising with customers to clarify details and enable accurate problem definition.
Advise clients on preventive maintenance, configuration, operation, and environmental factors that may impact product performance.
Ensure the quality of support meets high Customer Service standards by delivering against and exceeding team performance, SLA’s, and other KPI’s.
Proactively create suggestions on improvements and processes for the team to enhance the customer experience and act as the voice of the customer.
Occasionally required to work after regular hours
and/or specific overtime, in line with global business needs.
Skills and Experiences
likely include:
Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure.
Experience providing high-level support for Network, System, and Server Administration platforms, including assisting Level 1 support when needed and the ability to diagnose and resolve basic and complex technical issues.
Strong understanding of IT-related duties and business roles.
Ability to grasp new contexts, think beyond traditional solutions, and challenge existing processes.
Priority will be given to those able to start immediately and locals.
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