Saas Solutions Support

7 days ago

Singapore SAMSUNG SDS ASIA PACIFIC PTE. LTD. Full time

**Summary**:
This role focuses on call center tech operation, such as call cloud (Gensys, Amazon Call Cloud) and familiar with SaaS PaaS CRM solutions such as Sprinklr, ServiceNow.

**Responsibilities**:

- To serve as support for the Samsung’s Customer Experience as IT Operation representative
- To provide first level support to the team for all technical enquiries related to call cloud solutions and omni channel solution
- To liaise and cooperate between different teams RHQ, HQ, Subs, Agencies for IT related tasks.
- Lead in technical discussions with RHQ and subsidiaries (e.g. gather use requirements, consolidate technical issues, manage change requests with HQ and External Vendors)
- Liaise with HQ and External Vendors in resolving technical issues
- Identify and recommend improvement opportunities for users and customers (e.g. system enhancements, process workflow)
- Collaborate with HQ, Subsidiaries and External Vendors to deliver system enhancements and support business strategic goalsTrack and follow-up on project timeline and action items with HQ and External Vendors
- Involve in UAT testing and prepare necessary documents (e.g. SOPs, guidelines) to support training and go-live before new system enhancements are launched
- Lead and provide UAT and system training, including ad hoc/additional training for new/existing users where necessary and/or upon request from RHQ and subsidiaries
- Prepare for crisis management (e.g. BCP for issue resolution and monitoring during WFH situations where required
- Provide necessary data/report for management decision when required.

**Requirements**:

- Bachelor degree in Business or equivalent
- At least 3+ years of working experience as call center tech operation
- Broad knowledge of call center technologies such as CTI IVR PBX
- Good understaing of call cloud solutions such as gensys and amazon
- Familiar with microsoft office suite
- Proactive, self-motivated
- Effective communication and presentation skills
- Team Player
- Experience in CRM, ERP solutions such as Sprinklr, ServiceNow and SAP is a plus.

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