Support Analyst

1 week ago

Singapore SMARTSTREAM TECHNOLOGIES (ASIA PACIFIC) PTE LTD Full time

**Responsibilities**:

- Provide high quality customer support, by interpreting customer queries and problems, gathering information to investigate via phone or remote modem access, debug, replicate, test, document results, writing and changing documentation when required.
- Ensure all support issues are fully logged and documented on a problem management system, and ensure that all issues are fully managed, including regular customer updates. Analyst must ensure that all issues assigned are fully managed without exception.
- Required to fully document all calls to support standards and investigate through to successful resolution a high level of complex support calls and ensure customer satisfaction is achieved and always maximized.
- Must have good customer-facing communication skills and have excellent telephone manner.
- Proactively contribute to the overall support process, by suggesting & executing new process efficiencies, documenting common support issues and workarounds at a customer level, to minimize the number of future support calls received.

**Key Skills**
- Readiness and eagerness to learn quickly
- English Language skills
- German Language skills would be an advantage
- Basic knowledge on Operating Systems (Windows or Linux/Unix)
- Knowledge of Relational Databases (DB2 or Oracle or MS-SQL) is an advantage

**Desirable Skills**
- Excellent communication skills both written and verbal.
- A calm and convincing telephone manner.
- A desire to work in a team environment and take responsibility for key functional areas.

**Qualifications**
- Relevant computing qualifications desirable, considered alongside vocational experience.

**Experience**
- Experience in customer Application Support, client server or web products
- Banking & Finance experience desirable, but not essential
- Technical background

**Employment Type**
- Permanent

**Benefits**
- 15 days annual leave rising to 22 days after 3 years of service
- Employers contribution - ‘Central Provident Fund’ (CPF)
- Medical/Dental insurance plan - for employee and immediate family members

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