L1 Support Specialist

1 day ago


Queenstown, Singapore Deep Identity Pte Ltd Full time

Our client is a large organization that delivers innovative, inspiring and impactful learning experiences for its customers.

**Responsibilities**
- Work alongside a team of customer support team members to provide first line support to the client's customers with regards to the usage of the learning platform
- Log call tickets accurately and completely using the ticketing system.
- Gather information from users about their issues/requests, including capturing error messages, screenshots or videos.
- Troubleshoot, diagnose and resolve issues at first level where possible. Escalate to higher level support only when necessary.
- Work closely with Level 2 and Level 3 support groups and/or vendors to resolve users' issues, facilitating meetings and discussions on issues if necessary.
- Notify users upon resolution of their issues/completion of their requests.
- Follow up on all outstanding cases till closure, take ownership of all issues.
- Maintain and update documentation and knowledge base articles, FAQs.
- Provide ad hoc training to key users/administrators of the learning system when necessary.
- Provide recommendations for improvement based on users' feedback.
- Comply with service level targets for response times
- Possible career development areas would include:

- Senior Support Specialist
- Support Team Lead,
- Service Management

**Requirements**:

- Diploma or equivalent
- 1-3 years experience in Service Desk environment
- As Covid restrictions are lifted, this role is Hybrid where some days in a week will be based in customer's location, adequate office space and utilities will be provided
- Self-motivated team player, process oriented, structured and organized
- Good verbal, written and interpersonal skills
- Professional, courteous and service oriented
- Experience working with Learning Management systems a plus

**Job Type**: Contract

**Salary**: $2,000.00 - $3,000.00 per month

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Singapore 119962



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