Technical Support Team Lead

6 days ago

Singapore ERP21 PTE LTD Full time

**Overview (Summary of the Role)**

ARC(Advanced Response Center) Team Lead is required to work in a secure ARC environment. ARC is a type of commandcenter that specializes in providing technical support or customer service for products or services. An ARC typically employs trained and specialized agents who are knowledgeable about the product or service being supported. They may also use advanced technologies such as artificial intelligence, chatbots, and automation to assist with customer inquiries and support.

ARCs often handle more complex issues that cannot be resolved through standard support channels.

They may also provide 24/7 support and have multilingual capabilities to serve a global customer base.

In addition to providing technical support, an ARC may also be responsible for proactive monitoring and management of the product or service being supported, identifying, and resolving issues before they become problems for customers. This can help to improve overall customer satisfaction and reduce downtime for critical systems or services.

Overall, an ARCplays a critical role in ensuring that customers receive high-quality technical support and service for products and services.

ARC Team Leadis responsible for establishing, delivering and maintaining high delivery standards in Service Desk, NOC and SOC. He/she work closely with ARC engineers, operations lead, assistant

manager, manager and service delivery managers to achieve this purpose.

**Functions & Responsibilities**
- Ensure SLAs of accounts managed are met.
- Manage ARC engineers in a way to optimize their potential and productivity.
- Represent ARC in meetings with Service Delivery Managers and customers.
- Provide preliminary findings and investigation to customer complaints received.
- Perform ARC duties during peak period.
- Provide inputs with regards to ARC engineers’ performance evaluations.
- Provide inputs to the development of ARC engineers’ training plans.
- Coordinate delivery of a consistent and uniform high quality service to customers.
- Regularly inspect, sample & audit the entire incident or service request management process.
- Determine, document & closely monitor any areas that may need improvement.
- Support business improvement initiatives for the accounts (ie.,ISO certifications, Six Sigma Projects, ITIL processes).
- Record and manage all transactions/cases in Service Management System.
- Broadcast notifications to the relevant parties.
- Provide timely status update, follow up on cases escalated until closure within the service level agreement.
- Ensure daily tasks are executed according to the Standard Operation Procedure. Be ready to support and response to 24x7 activities including arranging backup for engineers to work.

**Requirements**:

- University Degree with good result in English.
- Willing to respond to activities after office hour.
- At least 3 years of IT support experience preferably in the IT service desk, NOC and SOC environment.
- Have technical knowledge & skills in following:

- M365
- MS Excel functions (Pivot, filter, graphs)
- MS PowerPoint
- MS Windows
- Basic Desktop Troubleshooting & Resolution
- Basic Network Troubleshooting & Resolution
- BMC Remedy / ServiceNow
- Cloud Telephony system
- Good communication skill in English.
- Good customer service skill.
- Leadership skill.
- ITIL4 Foundation certified.
- Knowledge of service quality skill.
- Knowledge of service level management.

  • Team Lead, Technical Support

    6 days ago

    Singapore Adyen Full time

    **This is Adyen** Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the...

  • Team Lead, Technical Support

    5 days ago

    Singapore Adyen Full time

    Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to...

  • Technical Support Team Lead

    4 days ago

    Singapore SILVERFORT PTE. LTD. Full time

    Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. We develop cutting-edge cybersecurity technology that solves urgent customer needs today and is also a game changer for years to come. Silverfort’s team includes exceptional researchers, engineers, and technology experts who...

  • Technical Support Team Lead

    3 days ago

    Singapore Epiq Systems, Inc. Full time

    It's fun to work at a company where people truly believe in what they are doing! **Job Description**: **Responsibilities**: - Work together with the Case Management Team and the Technical Support Team in the project management and support of all Court Reporting cases. - Coordinate and carry out efficient and professional physical equipment set up of all...

  • Technical Team Lead

    1 day ago

    Singapore DEEP IDENTITY PTE. LTD. Full time

    **1 year Contract (possibility of renewal) We are seeking a highly skilled and experienced Technical Team Lead to join our organization. As a Technical Team Lead, you will be responsible for managing a team of technical professionals and overseeing the successful delivery of projects. You will collaborate closely with Vendor and Client teams, including...

  • Technical Support Team Leader

    6 days ago

    Singapore SAGL CONSULTING PTE. LTD. Full time

    **Description: Hiring for **Service Desk Lead **who will manage and lead the technical support team. **Responsibilities**: - Manage and lead the technical support team. - Responsible for overseeing the day-to-day operations of the technical support team, - Providing guidance and support to team members - Ensuring that customer inquiries and technical...

  • Engineering Lead, Custody

    7 days ago

    Singapore Support Full time

    About BitMEX BitMEX stands as a globally leading exchange for crypto derivatives, offering traders a professional‐grade trading platform. Since its inception in 2014, BitMEX has maintained an impeccable security record with "no coin lost, ever!". Our platform caters to cryptocurrency derivatives traders by providing low latency, deep liquidity, and maximum...

  • Team Lead, Technical Success

    7 days ago

    Singapore OutSystems Inc. Full time

    For more information, please read ourTeam Lead, Technical Success page is loaded## Team Lead, Technical Successlocations: Singapore - Singaporetime type: Full timeposted on: Posted Todayjob requisition id: R1154**There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!**As a **Team Lead for...

  • Team Lead, Technical Success

    1 week ago

    Singapore OUTSYSTEMS SINGAPORE PTE. LTD. Full time

    As a Team Lead for Technical Success , you will be responsible for leading a team of Technical Success Managers who are focused on ensuring the successful adoption and utilization of our technical solutions by our clients. You will guide and support the team, drive technical success, and collaborate with cross-functional teams to deliver exceptional...

  • IT Support Team Lead

    1 week ago

    Singapore TikTok Full time

    Responsibilities TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative. We create to...