Technical Support Engineer

5 days ago

Singapore ZVC SINGAPORE PTE. LTD. Full time

We are looking for a full-time **Technical Support Engineer **in **Singapore **. The ideal **Technical Support Engineer **is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The **Technical Support Engineer **is expected to be highly proficient in all areas related to our Zoom products. This role supports the North Asian Market. **Must be able to read, write and speak Mandarin. Cantonese will be preferred and English on a business fluency level.**

**Responsibilities**:

- Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels.
- Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions.
- Provide ideas and assist with creation of documentation and training material for external and internal Support Center content.
- Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers.
- Stay familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

**Requirements**:

- Must be authorized to work for any employer in Singapore.
- Must speak **English, Cantonese, and Mandarin **fluently and have full professional proficiency in writing **Chinese **.
- Minimum 3+ years of at least Tier II level Technical Support and Customer Service experience.
- Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/experience preferred.
- Experience with room-based videoconferencing, VoIP and SIP/H323 protocol
- Knowledge in firewall and networking
- Good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO
- Experience with Microsoft Teams, Microsoft Teams Live Event, and other meeting solutions is a plus
- Excellent communication (both oral, written, and interpersonal) and customer service skills as well as trouble-shooting skills are a must.
- Being a true team player is a must at Zoom.

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