Job Summary:
An experienced technical support leader to drive service excellence, scale operations, and ensure high customer satisfaction through effective team and process management.
Responsibilities
- Lead, mentor, and develop the technical support team to maintain high productivity and engagement.
- Set clear performance goals, conduct training, and manage recruitment, onboarding, and evaluations.
- Oversee customer issue resolution and act as the escalation point for complex technical cases.
- Develop and refine customer support strategies to improve service quality and satisfaction.
- Establish, maintain, and enforce Standard Operating Procedures (SOPs) for support operations.
- Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Implement and optimise ticketing, monitoring, reporting, and communication tools.
- Analyse support trends and metrics to improve workflows and operational efficiency.
- Provide technical guidance on troubleshooting and collaborate with product and engineering teams.
- Serve as a liaison between support and internal stakeholders, including sales and product teams.
- Prepare and present regular performance, customer satisfaction, and operational reports to management.
- Plan and execute strategies to scale support operations in line with business growth.
- Identify operational risks, ensure regulatory and data protection compliance, and implement mitigation plans.
- Coordinate with external vendors or partners to resolve third-party technical issues.
- Perform ad-hoc duties as assigned.
Requirements
- Minimum 5 years of experience in technical support, customer service, or IT management roles.
- Hands-on troubleshooting experience across software, hardware, networking, or systems.
- Proficiency in Windows, Linux, and macOS operating systems.
- Strong knowledge of networking concepts including DNS, DHCP, firewalls, and VPNs.
- Experience with cloud platforms such as AWS, Microsoft Azure, or Google Cloud.
- Proficiency in helpdesk and application support tools (e.g. Zendesk, Freshdesk, Salesforce).
- Experience with monitoring tools such as Nagios, SolarWinds, or Datadog.
- Familiarity with ITIL frameworks or similar service management methodologies.
- Certifications such as CompTIA A+, CCNA, AWS Solutions Architect, Azure Administrator, ITIL Foundation, ScrumMaster, or Six Sigma are an added advantage.
- Proven experience in goal setting, performance monitoring, and escalation management.
- Strong organisational, project management, and strategic planning capabilities.
We regret that only shortlisted candidates will be notified. However, all applications will be updated to our resume bank for future opportunities.
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EA Personnel Name: Gary Ho Cheng Xuan
EA Personnel Reg. no.: R1549767
EA License no.: 07C5771
