Technical Support Professional, Asia

1 week ago

Singapore Milestone Systems, Inc. Full time

Job Description:

- Technical Support Professional, APAC, Singapore office

Milestone Systems is looking for a Technical Support Professional to work in our APAC Headquarters located in Singapore. We are seeking a motivated and customer-focused Technical Support Professional to join our team. In this role, you will be responsible for providing exceptional technical assistance and support to our clients. A positive attitude, excellent communication skills, and a strong aptitude for troubleshooting are essential for success in this position.

The job requires a high degree of passion, collaboration, great communication, and a can-do attitude.
With the challenges of different technologies that you’ll face in this role, there will be plenty of opportunities to grow both personally and professionally. Being one of the largest global supplier of VMS software over the past 20 years, our installation base is diverse and challenges us with implementation of License Plate Recognition, Access Control, Perimeter Intrusion Detection and a huge number of partner-developed integrations based on our SDK.

As part of an international support team, you will operate in a fast-paced dynamic environment united in one common passion - to be the best.
You must be able to work in Singapore or have an existing visa to work.

Responsibilities:

- Make every customer interaction a satisfying experience through a professional and personable attitude
- Resolve customer requests, questions and complaints effectively, frequently requiring analysis of situations to determine best use of online or technical support resources
- Serve as liaison between the customer and the Technical Support team, escalating cases not within own skillsets up the support chain in a timely and effective manner
- Ensures that all relevant communication, documentation and files related to the case are accurately recorded in the support system
- Provide timely & accurate status updates to customers and relevant internal stakeholders
- Represent expectations, intentions, and attitudes of customers and co-workers accurately
- Continuous effort to acquire and maintain good knowledge of Milestone’s products as well as Support procedures, practices, and policies
- Assist in ensuring that delivered solutions are documented in Case Management System and as knowledge base articles to help make the team successful.
- Ensures that observed patterns of customer pain-points are highlighted to manager
- Informs customers of the appropriate support options that best fit the customer's needs

Professional Qualifications:

- Diploma, Associate or Bachelor degree in Computer Science, Computer Information Systems, or similar preferred
- At least 3 years of work experience doing support for external clients
- Conducts self with confidence and professionalism when speaking with all staff from immediate peers to executive management
- Experience with remote troubleshooting with TeamViewer (or equivalent tool)
- Excellent communication skills and fluency in English, both written and verbal
- Experience providing multichannel support, confident in providing support over the phone and public forums
- Good understanding of IP Network technologies
- Good technical understanding and practical experience with Microsoft Windows Server operating systems
- Knowledge of Microsoft AD user/group authentication
- Knowledge with Virtualization.
- Knowledge with Storage
- Experience with Wireshark (or equivalent tool)
- SQL knowledge would be an advantage
- Industry Certification(s) such as Microsoft MTA, CompTIA Network+ / Security + /Server +, CCNA may be accepted in lieu of university degree
- Experience in Milestone VMS will be an added advantage

Personal Skills:

- Ability to take on increasingly challenging assignments with a 'can do' attitude.
- Team player attitude: shares information, help colleagues and knows when to ask for help
- Confident of own capabilities and believes that persistence and hard work yield results
- Has good analytical problem-solving capabilities.
- Gives and receives constructive feedback to strive for continuous self-improvement
- Able to deal with conflicts in a constructive manner and can recover from dissatisfied-customer situations
- Keywords: multi-task oriented, calm, polite, clear-minded, articulate, positive, friendly, empathic, perceptive

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