Support Specialist

2 weeks ago

Singapore SALT TALENT SEARCH PTE. LTD. Full time

We are looking to hire a Support Specialist for a Social Media client for 12 months & renewable contract role. In this role you will work with external stakeholders, responsible for managing the support process, quality, reporting, escalations and communication of Policy/Products to a wide range of stakeholders.

**Responsibilities**:

- Identify areas of opportunity and leverage data and insights to influence change at the product, process, or policy level.
- Proactively investigate, troubleshoot, and resolve sensitive escalations.
- Effectively manage a set of support queues ~ respond and resolve support cases and escalations with high quality, speed, empathy, and accuracy.
- Support vendors to understand the impact of policy changes on the team's current work and surface gaps in policy, process, and tools.
- Partner with vendors to ensure that feedback is shared with relevant teams and proactively track the impact and success of remediation plans.

**Your Experience**
- 2-3 years experience in an online operations, policy support, technical support or product support environment
- Basic SQL preferred
- Experience communicating the results of analyses in a clear and effective manner
- Experience working with global teams
- Experience in a fast-paced start-up environment
- Looking at Wed-Sun or Sat-Wed shift (Onsite-day shift)

CEI No: R1659595 / EA No: 07C3147

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