Technical Support Executive

2 weeks ago

Singapore .ZERO Pte Ltd Full time

**Company Overview**
We invite you to join our team at
**Sterra.sg**, a homegrown brand dedicated to enhancing people's lives in their own homes. At Sterra, we firmly believe that everyone deserves a home that offers convenience, health, and comfort, enabling a high quality of life. We strive to ensure affordability, making our offerings accessible to all. We take great pride in our
**vision** to improve the lives of everyone by having a Sterra product in every home, and our
**mission** to make effective wellness products accessible for everyone to live to their fullest potential.

**Position Overview**
We are looking for an experienced and customer-oriented Technical Support Executive who will be responsible for providing day-to-day technical support and assistance to our customers. This role will play a crucial role in delivering exceptional customer experiences to Sterra customers by combining technical knowledge with effective communication and problem-solving skills.

**Key Responsibilities**:

- Provide level-2 customer service (tech support) and triage escalated cases.
- Educate customers about the product/service features, functionality, and usage to enhance understanding and satisfaction.
- Assist customers with instructions, troubleshooting guides, or remote access tools for independent resolution of technical problems.
- Record customer interactions, inquiries, and resolutions accurately in a customer relationship management (CRM) system for future reference and analysis.
- Coordinate with internal teams (customer service, product development, engineering, quality assurance and operations) to escalate complex technical issues and ensure prompt resolution.
- Collect and analyze customer feedback to identify common issues, trends, or areas for improvement, and provide recommendations to enhance the product/service.
- Adhere to SLAs and KPIs to meet or exceed established response and resolution timeframes, ensuring customer satisfaction and maintaining service quality standards.
- Stay updated on product updates, technological advancements, and industry trends to improve technical expertise and provide accurate customer support.
- Manage daily end-to-end repair service process for a seamless customer experience.
- Investigate and handle escalations related to technical support and repairs) within a given timeframe and handle the service recovery.

**Requirements**:

- At least 3 years of hands-on technical customer support experience in electronics companies.
- Knowledge about electronics products and electric circuit boards (i.e PCB and other internal electrical spare parts).
- Strong problem-solving and analytical skills for handling escalations and difficult customers.
- Enjoys interacting with customers and solving their problems.
- Available to start immediately and work 5.5 days in a week.
- Fluent in English (fluency in other local languages will be a plus).
- Experience in documentation, updating performance dashboards, record keeping and multitasking.

**Other Details**:

- Location: 8 Pandan Crescent

**Only shortlisted will be notified.

**We want to work with you

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