Support Engineer

**Description**
- With an exceptional revenue rate, ambitious growth plans, and an exciting work culture, now is the perfect time to join our rapidly growing team and play an integral part in our continuing success._

We have an opportunity for a Support Engineer to join our growing support team in Singapore. As part of our team, you will troubleshoot, investigate and seek resolutions to support issues for our customers. We utilise an Intelligent Swarming model of support and therefore you will have a diverse role, with the opportunity to get exposure to and handle a variety of tickets which means there is never a dull day. Of course, we will ensure you have all the appropriate internal training to be successful in your role as well as supporting you with relevant external certifications.

Our Support Team operates 24 hrs a day Monday through Friday, with the Singapore team helping to, primarily, cover our customers within the APAC region as well as support teams in other regions. The team will cover 7 am - 7 pm SG time, with the shifts being variations of 8.5 hrs within this window.

Ideally, you will be in Singapore however, the role is remote first.

**Key Responsibilities**
- Troubleshoot support issues with customers to identify root cause issues and provide appropriate resolutions
- Utilise a variety of mediums to support customers, over the phone and via live chat
- Produce written documentation, both internal and external, for any resolutions that you find or for repeated instances of issues
- Triage issues discovered via sessions and troubleshooting to our development team to improve areas of the product
- Alert the team to common issues being raised when identified to ensure sharing of knowledge
- Use your knowledge and foresight to anticipate, raise and address potential issues before they materialise
- Participate in the recording of videos to demonstrate common processes and set-up issues

**Skills Knowledge and Expertise**
- You will have at least 1 years’ experience in a Customer Service/Customer support role coupled with an interest in IT/Technology. Alternatively, you may have some experience in first line IT support role and be keen to pursue your career further.
- Experience with any of the following technologies is advantageous:

- Office 365
- Exchange Online
- G Suite administration
- Outlook 2010-2019
- Windows Server 2012-2019
- Windows Desktop OS
- Experience in a Company producing cloud-based products is advantageous
- Good problem-solving skills with an inquisitive and analytical mind
- Continuous improvement mindset with the ability to contribute to process improvement
- A quick learner who can absorb and process information quickly and anticipate issues
- Strong communication skills, written and verbal
- Self-motivated team player with a ‘can-do’ attitude
- Ability to build effective relationships with stakeholders inside and outside the team, demonstrating active listening skills and producing true collaboration
- Strong organisational skills, with the ability to manage competing priorities and deliver to deadlines
- A track record of honesty and transparency in customer communications, particularly when things don't go as planned
- Ability to explain technical issues in a non-technical and accessible manner

**Benefits**
- Opportunities to further your career
- Fantastic team working culture in a fast-paced environment
- Competitive salary and benefits package.

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.
- At Exclaimer, we’re proud of our market-leading position and our proven track record is down to the exceptionally talented individuals we have working for us. Their enthusiasm and skills make a real impact on the quality of service that our customers receive.

Working for us is both challenging and rewarding. We enable our people to be the best they can be by providing the resources and opportunities needed to be successful. We pride ourselves on nurturing our talent by providing exciting career prospects within a dynamic, challenging and rewarding industry.
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About Exclaimer*
At Exclaimer, we’re proud of our market-leading position and our proven track record is down to the exceptionally talented individuals we have working for us. Their enthusiasm and skills make a real impact on the quality of service that our customers receive.

Working for us is both challenging and rewarding. We enable our people to be the best they can be by providing the resources and opportunities needed to be successful. We pride ourselves on nurturing our talent by providing exciting career prospects within a dynamic, challenging and rewarding industry.

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