Application Support

Job Responsibilities:

• Ability to keep customer at the forefront of all requests and advocate for the Customers needs at all times
  
• Advocate for Customer Success Own and track tickets within SLAs
  
• Identify, resolve or manage the resolution of system issues
  
• Familiarity with multichannel service delivery and communications to handle service requests
  
• Supports internal clients with system admin tasks and product knowledge expert advice
  
• Seek more information, by asking the right questions to collect information to assist and resolve the issue
  
• Communicate to all levels to ensure clients and management are informed of issue status and updates
  
• Manage escalation to 2nd Line
  
• Improve, manage and update Knowledgebase
  
• Familiar working with automated system monitoring and applications across large networks
  
• Assignments as required and relevant by management
  
• Achieve the KPIs: Helpdesk Ticket Metrics, Responsiveness, SLAs
  
  

Job Requirements:

• 2+ year of experience in a relevant customer service or technical support position
  
• Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.
  
• Basic troubleshooting knowledge of desktop support issues such as software installation, system configurations, networking etc.
  
• Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous
  
• Fluent in the English and Mandarin languages, both written and spoken