Apac Senior Technical Support Analyst

1 week ago


Singapore CCH ASIA PTE LIMITED Full time

**About the Role**
- Assist the Technical Support Manager with the day to day operational and technical activities across the APAC regions
- To provide operational and technical support to analysts and other departments
- Act as case handler to review, analyse and resolve high priority incidents by taking ownership or assisting APAC support team
- Manage client expectations and relationship management

**Responsibilities**:
Primary:

- Act as case handler and take ownership of complex technical incidents and/or issues from major projects/sensitive clients.
- Assist technical support manager in incident monitoring for the APAC support team
- Act as an escalation point for TeamMate Support and other internal APAC teams such as IT services, CRM, sales and functional in order to take ownership of all complex technical issues and see through to resolution. These issues will require environment duplication, reproduction of issues and problem isolation.
- Progress all complex/sensitive cases using internal support tracking system (Salesforce) for feedback, issue resolution and tracking.
- Assist technical support manager in reviewing cases before they are escalated to dev support
- Act as go to person for the support team for technical queries or operational guidance
- Establish a close working relationship with global based counterparts through regular communication

Additional:

- Step in as necessary and supplement the support team through taking ownership of incidents during PTO or busy season
- Assist with root cause investigation of incidents where coordination is required between various teams/personnel. For example but not limited to follow-up actions, information gathering, meeting coordination etc.
- Participate in preparation of hardware/software in lead up to forum meetings and sales conferences.
- Required to work through issues during US EST time for critical problems should the need arise
- There is no regular travel requirement in the role, although occasional trips within Japan and abroad may be required.
- Potential for reporting lines and people management duties

**About You**
- Bachelors Degree preferred but not required
- Microsoft (CompTIA certifications preferred but nor required)
- Fundamental understanding of IT practices such as network architecture, IT security, databases, webservers, Windows OS and infrastructure considering we are a Windows software house.
- Ability to identify and troubleshoot software usage in varied environments
- QA skills - Issue Reproduction, Configuration of Systems
- A proven knowledge of support tools such as regedit, procmon, wireshark, fiddlercap and SQL profiler.
- Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler

Desirable Skills:

- Awareness of IT Security fundamentals
- Familiarity with cloud/hosting solutions
- Knowledge of API’s
- Experience using Debug Tools

Personal Attributes:

- Must be able to articulate complex information in a simple and concise manner
- Accountability and ownership
- Decision and judgement
- Communication skills are paramount both written and verbal
- A motivated self-starter with the ability to manage their time.
- Willingness to learn, ability to learn and grow into any skill mentioned above that they do not already have.
- Ability to work independently without supervision and as part of a team.
- Able to perform well under pressure.
- Highly motivated to succeed with a strong customer service focus.
- Building internal and external relationship networks.
- Ability to think outside the box
- Creative thinking



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