Business Analyst

We are looking for **Business **_Analysts_** to work on our enterprise-level software **WorkforceOptimizer**. As the customer’s first point of contact, you will act as the gatekeeper of the support workflow.

You will be challenged to combine detective-like thinking and excellent customer service when assisting clients to diagnose and troubleshoot support issues. More importantly, you will have the opportunity to develop and implement customer support improvement plans and use the insights from support issues to inform future product designs and business processes.

If you’re a natural helper, enjoy solving problems, and can explain technical details simply, we’d like to meet you. Ultimately, you will be the custodian of our customers' trust. They will rely on you to provide timely and accurate solutions to their technical problems.
- This job role is supported by the structured development programme for mid-career professionals under the TechSkills Accelerator (TeSA) initiative, led by Infocomm Media Development Authority (IMDA) in partnership with SkillsFuture Singapore (SSG) and Workforce Singapore (WSG)._
- The programme aims to provide Singaporeans aged 40 and above with a tech-related job while being reskilled or upskilled. Mid-career professionals will have the assurance of being employed in a paid job while attending structured Company-Led Training for in-demand tech skills. They will also gain experience in a tech role to tap into the good careers that the infocomm sector offers._
- For more information on the programme, please visit go.gov.sg/tesatmca._

**Requirements**:
**Responsibilities**
- **Frontline Support** - Provide the first level of support, work with and ask customers targeted questions to quickly understand and diagnose root cause of the issue, troubleshoot and/or escalate to the relevant teams.
- **Knowledge Base Building** - Research and identify solutions to common issues; document and maintain a knowledge base for Frequently Asked Questions so that end-users can look up solutions independently.
- **Customer Support Continuous Improvement**:Develop mitigating and/or preventive solutions to optimize efforts spent on customer support, including establishing problem solving guidelines, checklists, or other materials to improve response to recurring or routine user problems.
- **Analysis & Insights**:Generate summary reports; analyse and present support trends and patterns to inform business needs or technical requirements.

**Qualifications**:

- Strong critical thinking and problem-solving skills: even when you do not have the solution to the problem, you know how to get the solution; this includes the ability to know what questions to ask
- Exceptional interpersonal and communication skills: able to articulate effectively in writing and verbally
- A quick learner and displays high willingness to learn
- Attitude: possess determination and commitment to strive towards excellence in everything you do. No detective leaves a case unsolved.
- Able to work independently and as a team: able to support multiple requests concurrently, able to multi-task and stay organized in a fast-paced environment.
- Commit to completing the full training programme (18 months)
- This programme is open only to Singaporeans or PRs who are who are at least 40 years old (note: only for TeSA Mid-Career Advance roles)

**Benefits**
- Opportunity to work with a high-value enterprise-level software that applies cutting edge AI-based optimization technology.
- Mentorship to manage internal and external stakeholders.
- Diverse opportunity for career advancement.

**#TeSA #CLT