Senior Customer Service Support Executive

7 days ago

Singapore SPD Scientific Pte Ltd Full time

Job Overview:
The Senior Service Support Executive plays a crucial role in ensuring the smooth operation of technical support processes and administrative functions to ensure upkeeping and monitoring the accuracy of the system data. This position involves managing support tickets, coordinating communication between technical teams and end-users, and maintaining documentation of support activities. The Senior Technical Support Administrator also assists in administrative tasks such as scheduling, reporting, and resource management to optimize the efficiency of technical support operations.
Key Responsibilities:
Ticket Management: Receive, prioritize, and assign support tickets using ticketing systems. Monitor ticket queues, ensure timely response and resolution, and escalate unresolved issues to appropriate teams.
Communication Coordination: Serve as a central point of contact for communication between technical support teams, end-users, and stakeholders. Keep stakeholders informed about the status of support requests, planned maintenance activities, and system outages.
Documentation Maintenance: Maintain accurate records of support activities and update knowledge base articles and troubleshooting guides. Analyze support documentation for completeness, clarity, and effectiveness.
Administrative Support: Assist in administrative tasks such as scheduling support staff shifts, coordinating meetings, and managing team calendars. Prepare reports on support metrics, including ticket volumes, response times, and customer satisfaction ratings.
Quotation, Order and Invoicing Management: Ensure the seamless execution of quotation, order, and invoicing processes, guaranteeing accuracy, timeliness, and adherence to organizational protocols.
Contract Management: Oversee contracts for technical support services, including negotiation, documentation maintenance, and liaison between internal stakeholders and external vendors.
Resource Coordination: Coordinate resources such as equipment, software licenses, and training materials to support technical teams and end-users. Track inventory levels, place orders for supplies, and ensure timely delivery of resources as needed.
Quality Assurance: Conduct regular audits of support processes and documentation to ensure compliance with standards and best practices. Identify areas for improvement and recommend changes to enhance support efficiency and customer satisfaction.
Analytical Support: Analyze support data to identify opportunities for process improvement, optimize resource allocation, and enhance user experience.
Qualifications:
Bachelor's degree in business administration, or related field (or equivalent work experience).
Proven experience in technical support or administrative roles, with a strong emphasis on analytical and organizational skills.
Familiarity with ticketing systems and support tools.
Strong analytical skills with the ability to collect, analyze, and interpret data to drive decision-making and process improvement.
Excellent communication and interpersonal skills, with a customer-centric approach to service delivery.
Proficiency in office productivity software and data analysis tools such as Microsoft Excel, Word, and PowerPoint.
Detail-oriented with a focus on accuracy and quality in administrative tasks.
Ability to work independently with minimal supervision and collaborate effectively in a team environment.
Demonstrated ability to maintain good stress levels and effectively manage workload in a fast-paced technical support environment.
Demonstrated ability to handle contracts, including reviewing, negotiating, and managing contracts related to technical support services.
Working Conditions:
This position typically operates in a standard office environment.
Occasional after-hours or weekend work may be required to support maintenance activities or urgent issues.
Work may involve prolonged periods of sitting, standing, or using computer equipment.
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