Tech Support Engineer

2 weeks ago

Singapore MBR Partners Full time

**Purpose of Role:
Processing 1 st & 2 nd line technical support requests from both channel and end user customers. Handling and processing of RMAs. Working with Sales team on both pre and post sales technical requirements.

Assistance to the global Adder Technology Group support team on an as needed basis.

**Dimensions of Role:
Primary recipient of inbound support requests from all angles (phone, web, sales team, etc.). Responsible for working support tickets from inception to completion. This includes proper documentation through Freshdesk and CRM.

Primary source for issuing RMA to the field. Responsible for inspection, testing and processing of RMAs upon receipt at company location.

Providing technical assistance to sales team on an as needed basis. This would mostly be serving in a backup role to Field Application Support Engineer.

Be an active member of Global Technical Services team by participation in calls, Teams meetings, etc. as re q uired.

Support the overall goals of Adder APAC and the wider group by assisting in areas such as trade show preparations, testing and other tasks as defined by Field Application Support Engineer.

**Reporting Relationships:
Head of Professional Services / VP APAC

**Job Description**:
**Job Description**:
**Key Accountabilities:
% of time

Accountability:
Measure of Success:
60

Product support as per full description

Support requests dealt with in a timely manner and Freshdesk and CRM updated appropriately.

3 0

RMAs, Project work and system debugging

RMAs and Support cases resolved successfully, and knowledge base updated.

1 0

Pre
- and post-sales activities both in conjunction with sales managers and directly with distribution partners.

Internal and external customers happy with feedback that leads to continued sales and growth.

**Key Relationships:
Primary relationships are w ith VP APAC, Field Application Support Engineer, Global Support and Professional Services Team s.

Other important relationships are with Adder Product management and the Marketing team as well as the remainder of the office team s in APAC.

**Key Challenges:
A keen eye for detail and comple tion of complicated tasks through active listening and problem solving.

A bility to communicate effectively, confidently, and professionally with both channel partners and end users.

Desire and flexibility to excel and succeed in a technical support environment.

**Person Specification:
Required:
Fluency in Mandarin and English

Ability to work well under pressure.

Ability to time manage multiple tasks.

Understanding of IP Networks (addressing, protocols, switches etc.).

Professional and confident telephone manner.

A positive team player with excellent communication skills.

Desirable:
Fluency in another language.

Experience in a similar position.

Exposure to Linux and Mac.

Hardware/Software test experience.

**Job Description**:
**Job Description**:
AV experience.

**Salary Range
Up to SGD48k depending on experience.

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