Job Description

Headquartered in Singapore and with over three decades of experience, we have a deep understanding of the way agencies work, interact and deliver services. TradeNet, eJudiciary, eStamping and CertOfOrigin are some of our world's first innovations being used every day by government agencies worldwide.At CrimsonLogic, we recognize that people are our assets. We encourage personal growth in the company by creating opportunities for our people. We provide platforms for our people to share their creative ideas and solutions. We also emphasize a culture of learning across the company.To be part of a global team providing first and second line application support and service level management who are using the Global TOS (GTOS) products. We are in search of Customer Service Management & Support Specialist to be part of our exciting journey.Responsibilities:Application Support

• Provide timely and effective 1st and 2nd line product & technical support professionally and efficiently, maintaining a high degree of customer service and meeting service level agreements
• Monitor and resolve reported incidents, service requests and escalations from Customers' level 1 support
• Work effectively and productively with the GTOS Product Teams to ensure incidents and service requests are resolved within the SLA resolution KPIs
• Be part of a global team duty-rostered to provide 24/7 application support

Service Management

• Act as a Single-Point of Contact for Business-As-Usual service management, familiar with the unique business processes and needs of the customer(s)
• Track and facilitate the resolution of tickets to ensure that Key Performance Indicator's established in Service Level Agreements (SLA) with customers are met
• Submits Incident/RCA Report, working with Product Teams to perform root cause analysis to identify repeating patterns and propose measures to prevent recurrences
• Holds service meetings with the Customers to update on status & timeline of tickets raised, review priorities and service levels

Professional Services

• Perform Software installations (upgrades, fixes)
• Perform changes in environment configuration and updating software configuration documentation

Business Analysis

• Gather, analyze and document users' requirements
• Work effectively with GTOS product team to provide feasible solution to the customers

Requirements

• Master or Bachelor degree in IT, Computer Sciences or other relevant fields
• Minimum 3 years proven experience in software implementations and post implementation support
• Proven experience in 1st and 2nd level support and SLA Management
• Proven experience in customer management and providing good customer service
• Proven ability to acquire expertise in new business domains and software products
• Working experience with virtual teams and offshore development
• Knowledge of ITIL Service Operation, ITIL Service Management and basic understanding of ITIL Service Transition and Continual Service Improvement
• Strong working experience with SQL scripting with the ability to craft and execute complex SQLs.
• Wide knowledge of computer environments, including server, desktop, handhelds & vehicle mounted terminal
• Strong familiarity with Help Desk and Service Management tools
• Intermediate / advanced MS Excel Skillset
• Basic knowledge of DB2, Java, C#/.Net & LINUX
• RPA skillset would be a bonus

Job Type: PermanentSalary: $4,000.00 - $8,000.00 per monthSchedule:

• Monday to Friday

Expected Start Date: 03/10/2022