Job Description

• Acknowledge, troubleshoot, and resolve technical support queries reported via phone, 
• email, WhatsApp, and live chat end-to-end within defined SLAs. 
• Attempt and exhaust all possible troubleshooting opportunities. 
• Log and track all queries into ticketing tools, ensuring problem statements are correctly 
• identified, and tickets are categorized accurately. 
• Own the relationship and communication with clients throughout the course of a support 
• query, providing periodic status updates. 
• Identify potential bugs in solutions and escalate issues to relevant internal teams for 
• additional debugging. 
• Flag and notify potential high-impact infrastructure issues to internal teams. 
• Liaise with Level 2 and Level 3 teams when troubleshooting issues. 
• Liaise with Account Managers and other internal stakeholders on payments and 
• billing-related queries. 
• Adopt and maintain a client operations-first mindset. 
• Recommend and share improvement ideas for continuous improvement.

Job Requirements

• At least SPM with minimum of 2 years of working experience in a technical, help desk, application, or SaaS support function. 
• Fresh graduate Diploma / Bachelor Degree in IT / Computer Science / Software Engineering are welcome
• Strong written and oral English communication skills. 
• Experience interacting and troubleshooting issues for regional clients. 
• Good understanding of content management systems. 
• Analytical and able to troubleshoot complex content, network, and printer issues. 
• Solid interpersonal and communication skills. 
• Able to work autonomously under tight timelines. 
• Flexible and high degree of integrity. 
• Good to have but not mandatory: Mandarin speaking. Exposure to Freshdesk, TeamViewer, and Datadog. Previous work experience in a POS or F&B IT Operations support function

Skills