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Senior Support Specialist

3 weeks ago

Geylang, Singapore TACHUB SYSTEMS (ASIA) SDN BHD Full time

**IMMEDIATE VACANCY**

Position: Senior Support Specialist

Location: Kallang Pudding Road (Singapore)

Duration: Permanent

Industry: IT Industry

**Key Responsibilities**
- Mentor and coach Technical Support Team to provide customers with exceptional support; including prioritizing assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues
- Provide on-site and remote technical support (Level 2 and Level 3) to end-users, including installations, configurations, and troubleshooting hardware & software, OS (Linux/Windows/ Mac) and network issues.
- Oversee daily team operations, ensuring efficiency and the successful execution of tasks
- Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support
- Assist with escalations and incidents, along with the Support Manager, effectively as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition
- Advising clients on preventive maintenance, configuration, operation, and environmental factors that may impact product performance.
- Ensure the quality of Support meets our high Customer Service standards by delivering against and exceeding team performance, SLA’s and other KPI’s
- Proactively creates suggestions on improvements and processes for the team and improve the customer experience, and act as voice of the customer
- **Occasionally required to work after regular hours** and or specific overtime, in line with the global business needs.

**Skills and Experiences** likely include:

- Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure.
- Experience providing High Level support for Network and System and Server Administration Platform includes but not limited to; assisting Level 1 support, when needed and ability to diagnose and resolve basic and complex technical issues.
- Strong understanding of IT related duties and business role.
- Ability to grasp new contexts, think beyond traditional solutions and challenge.
- Priority will be given to those able to start immediately and locals.

Working Hours: 9:00 AM to 6:00 PM (may require overtime, if needed)

**Job Types**: Full-time, Permanent

Pay: $2,500.00 - $3,700.00 per month

**Benefits**:

- Health insurance
- Parental leave
- Professional development
- Promotion to permanent employee

Schedule:

- Monday to Friday

Supplemental Pay:

- Performance bonus

**Experience**:

- IT support: 1 year (preferred)

**Location**:

- Singapore 349307 (required)

Willingness to travel:

- 100% (preferred)

Work Location: In person