System Support Assistant

2 weeks ago

Singapore OCI SYSTEM PTE. LTD. Full time

**Job Scope for System Support Assistant**

System Support Assistant for accounting system is essential for delivering excellent customer service, addressing initial technical inquiries, and setting the foundation for positive customer relationships.

**Handling Pre-Sales Technical Support**:
Assist potential customers by providing technical information about products or services, answering their initial inquiries, and helping them understand the features and benefits of the offerings.

**Conduct System Demos**:
Demonstrate the organization's products or services to potential customers, highlighting their functionalities and capabilities. This involves showcasing how the system works and addressing any preliminary questions.

**Post Sales System Implementation and Deliveries**:
Assist in the implementation and deployment of systems after a sale has been made. Ensure that the products or services are set up correctly and functioning as expected for the customer.

**Provide First-Level Support Assistance to Customers**:
Serve as the initial point of contact for customers who have technical questions, issues, or concerns.
Record Customer Usage Questions and Technical Issues in Logs

**Direct Unresolved Issues to Next Level of Support**:
If a technical issue is beyond the scope of Level 1 support or requires more in-depth technical knowledge, escalate the issue to higher-level support personnel or specialized teams, ensuring that the customer's concern is properly addressed.

**Customer Communication**:
Maintain effective and professional communication with customers. Keep them informed about the status of their inquiries, provide updates on issue resolution progress, and ensure a positive customer experience.

**Collaboration**:
Work closely with other teams within the organization, such as Level 2 or Level 3 support, to collaborate on issue resolution and ensure seamless customer support.

**Documentation**:
Document all interactions, solutions, and troubleshooting steps taken with customers. This documentation helps create a knowledge base that can be used for future reference and training purposes.

**Feedback Loop**:
Provide feedback to the product development and engineering teams based on common customer issues, suggestions, or improvements that could enhance the product or service.

**Continuous Learning**:
Stay updated on product updates, new features, and industry trends to provide accurate and up-to-date information to customers.

**5-Day Work Week**:
A standard 5-day work week, Monday through Friday, with regular office hours. However, the specific working hours may vary depending on the organization's policies and requirements.

**Requirements**:

- Strong communication skills
- Able to work independently
- Cooperative and supportive team member
- Friendly, positive and solution-oriented disposition

**Qualifications and Experience**
- "O" level or equivalent
- Minimum 1 year of working experience preferred
- Sales or Customer service experience preferred
- Knowledge and experience with Accounting software would be an advantage
- Immediate availability preferred

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