Level 1
- Serve as the primary point of contact for all customer inquiries and technical support requests via phone, email, remote assessment tools, or on-site support.
- Instil confidence in customers by assuring them that the problem can be resolved, or a workaround solution can be adopted.
- Use incident management best practices to accurately diagnose, troubleshoot, perform fixes where necessary and escalate issues to appropriate teams or vendors.
- Proactively monitor service desk queues and ticket statuses to ensure timely response and resolution of customer issues within defined service level agreements (SLAs).
- Provide timely status updates on incidents reported by customers to internal teams and customers, ensuring minimal disruption to the operations.
- Collaborate with internal teams, regional team, and external vendors as a team to achieve timely resolution of incidents reported.
- Document all customer interactions and resolutions in the ticketing system, maintaining detailed and accurate records to ensure transparency and accountability.
- Provide regular issue list reports to customers.
- Continuously update knowledge base articles and support documentation to improve the efficiency of the M&S team.
- Serve as Account Admin and / or System Admin for selected customers.
- Adhere to corporate policies, procedures, and security protocols while managing customer data and sensitive information.
Level 2
- Instil confidence in customers by assuring them that the problem can be resolved, or a workaround solution can be adopted.
- Use incident management best practices to accurately diagnose, troubleshoot, identify bugs in custom codes, perform code fixes where necessary, and escalate issues to appropriate teams or vendors.
- Identify recurring issues or trends and work with the team to implement permanent solutions or improve processes.
- Provide timely status updates on incidents reported by customers to internal teams and customers, ensuring minimal disruption to the operations.
- Collaborate with internal teams, regional team, and external vendors as a team to achieve timely resolution of incidents reported.
- Continuously update knowledge base articles and support documentation to improve the efficiency of the M&S team.
- Adhere to corporate policies, procedures, and security protocols while managing customer data and sensitive information.
Requirements:
- Degree Holder in Computer Science or Computer Engineering.
- 1 to 2 years experience in developing web application in the Microsoft .net Framework using ASP.Net Core, MVC, C#, Node.js and SQL database.
- Sound understanding of modern web technologies on Microsoft platforms, cloud computing, WCM and ECM.
- Customer-focused mindset with a passion for delivering exceptional service and support.
- Ability to prioritise and manage multiple tasks simultaneously while maintaining attention to detail.
- Ability to quickly get up to speed on unfamiliar technologies.
- Excellent written English and verbal communication skills.
- Ability to effectively communicate technical concepts to non-technical users.
- Good collaborator, committed, responsible and a good decision-maker.
- Good critical thinking skills, independent and the ability to think analytically under pressure.
Interested applicants please send your resume to [Confidential Information]
Venessa Goh Wee Ni
R24124686
Recruit Express Pte Ltd
EA License No: 99C4599
We regret that only shortlisted candidates will be contacted.
