Technical Support Associate

2 weeks ago

Singapore IVXS TECHNOLOGY SG PTE. LTD. Full time

**Job Description & Requirements**

**About the role**

Technical Support Associate responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

**Responsibilities**
- Identify customer needs and help customers to optimise the product.
- Analyze and report product malfunctions.
- Work with internal teams around customer issues such as product defects.
- Share feature requests and effective workarounds with team members.
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback and share with our Product, Sales and Marketing teams.
- To be the voice of the customer to the wider team.
- To work with the Customer Success team to improve the Customer Experience in using products.
- Familiarity with our industry is a plus.
- Experience using help desk software and remote support tools.
- Experience working with remote teams.
- Excellent communication and problem-solving skills.
- Multi-tasking abilities.
- Patience when handling tough cases.
- Detail oriented.
- Able to remain calm under pressure.
- Preferably has had previous experience with making database queries.
- Restful API, GitLab, AWS, Jira & Confluence.

**Benefits**
- Unlimited Time Off Policy
- Flexible Working opportunities
- Paid Sick Leave
- Hybrid Working opportunities
- Pension Contribution
- Equity
- Employee Assistance Programme
- Parental Leave (Maternity, Paternity and Adoption too)
- Cycle to work scheme
- Season Ticket loan
- Childcare benefits
- Medical Insurance
- Life Insurance
- Eye Care Vouchers

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