Senior IT Product Support Coordinator

5 days ago

Singapore MMC Corporate Full time

**Senior IT Product Support Coordinator**

**What can you expect?**
- Unparalleled opportunity to join our dynamic Technical Support team
- A strong support network that is committed to help you succeed and fulfil your potential
- Exceptional training and development initiatives as well as exposure to a wide range of learning avenues
- Access to Employee Resource Groups that provide mentorship opportunities

**We will count on you to**:

- Investigate, triage, diagnose and resolve issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate; Helps to provide support until tickets are resolved.
- Assist in troubleshooting activities to resolve complex issues reported by users, as well as troubleshoot system-triggered alerts and triage issues to the appropriate technology groups.
- Support complex change management processes (i.e. Software Development Lifecycle and Change Management).
- Ensure appropriate support documentations are completed and maintained.
- Arrange, schedule, and coordinate resources and activities for client specific requests.
- Respond to incidents within SLA or within a timely manner with appropriate level of urgency, and follow up with business users on all issues
- Escalate incidents and questions to appropriate development and cross functional support groups
- Ensure all service feedback and updates are provided in a timely manner to all stakeholders
- Use corporate incident management system to record and track all support work
- Assist in ad-hoc projects and tasks on behalf of the team

**What you need to have**:

- At least 10 years of relevant experience in product support or in a similar role
- Superior support knowledge on EOD/EOM process
- Good general knowledge of standard computer software
- Excellent verbal and written communication skills
- Superior customer service skills
- Ability to independently plan, organize and prioritize one’s own activities
- Ability to train both business colleagues and cross functional colleagues

**What makes you stand out**:

- Willingness to learn, possess a positive attitude and able to work in a fast-paced environment
- Self-motivated, highly organized, resourceful and meticulous
- Ability to multi-task and work well under pressure
- Ability to work independently as well as within a team

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