Job Description

Open: 24/05/2023

Role: Application Support Analyst
Location: Singapore
Salary: SGD $80,000 - \xc2\xa390,000 depending on experience

• Provide 1st & 2nd level customer support, by interpreting customer queries and problems, gathering information to investigate via phone or remote access, debug, replicate, test, document results, writing and changing documentation when required.
• Ensure all support issues are fully logged and documented on the Dynamics 365 incident management system, and ensure that all issues are fully managed, including regular customer updates. Analyst must ensure that all issues assigned are fully managed without exception.
• Required to fully document to support standards, and investigate through to successful resolution a high level of support calls, and ensure customer satisfaction is achieved and maintained at all times.
• May be required to attend customer sites occasionally, as and when required.
• Provide material and input into the global Support Knowledge Base to enable analysts and customers alike to remain fully informed of the latest product developments and issues. \xe2\x80\xa2 Knowledge of banking/back office environments.
• An ability to read application code (Java) a strong advantage.
• Any European language skills an advantage.

Job Responsibilities \xe2\x80\xa2 Managing large amounts of inbound and outbound emails and calls in a timely manner

• Identifying customers\' needs, clarify information
• \xe2\x80\xa2 Internal and external distribution of mail and shipments
• Invoice check
• Call centre-tel. communication (Call logging)
• Administration of on duty plan
• Coordination of the hotline
• Control on customer surveys
• Processing of On-site reports
• Update and maintenance of Customer data bank
• Preparation of training material
• Checking and processing of Software orders
• Administration/creation of license keys
• Communication with providers

Key Skills Analytic problem solving skills and IT background.

• Ability to learn and keep up to date with new applications quickly.
• Reasonable knowledge of Unix.
• Reasonable knowledge of Windows and Client Server.
• Reasonable knowledge of SQL to form database queries to progress support call investigations.
• Reasonable knowledge of application servers such as Websphere and Weblogic is a strong advantage.
• Reasonable knowledge of RDBMS, with experience of Oracle or MS SQLServer. - eg:- understands indexing, standard database management and optimisation requirements, backup and recovery etc.

Essential Experience and skills

• English Language skills
• French Language skills
• German Language skills
• Ms office knowledge

Desirable Skills \xe2\x80\xa2 Knowledge of banking/back office environments.

• An ability to read application code (Java) a strong advantage.
• Any European language skills an advantage.

Qualifications \xe2\x80\xa2 Key qualifications in computing would be desirable but are not essential if there is evidence of experience.

Experience Proven customer support experience and excellent telephone manner.

• Experience of call logging systems e.g. Dynamics 365

Employment Type Permanent

Benefits - 15 days annual leave rising to 22 days after 3 years of service
- Employers contribution - \'Central Provident Fund\' (CPF) for Singapore PR/Citizens.
- Medical/Dental insurance plan - for employee and immediate family members

Equality Statement SmartStream is an equal opportunities employer. We are committed to promoting equality of opportunity and following practices which are free from unfair and unlawful discrimination.

SmartStream Technologies