Job Description

About Certis

We are a leading security services organisation. We put technology to work in making the world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering our people, our goal is to enable our communities to stay safe and thriving.

We offer a broad range of opportunities and career pathways for our people to grow and explore their potential. We believe that people, equipped with innovative thinking and technological capabilities will make the world safer, smarter and better.

Life at Certis

If you are a passionate individual looking for opportunities to expand your skills, and purposeful work instead of just a 'job', we would love to hear from you.

At Certis, no two days look alike. Our work calendars are filled with chances to collaborate with others, and bring new initiatives to life. Whether you're looking to improve a process, or have an innovative idea awaiting a technology solve, we want you to bring your ideas to the table.

We are a close-knit team that looks out for each other, works hard to get the job done, and encourages each other to grow - the perfect place for you to grow your career!

Duties & Responsibilities

Overview

Augmen+ Technologies is the provider of one of the world's leading field force management system. Based in Singapore, we are a corporate venture backed by one of the largest security service provider in Asia. We are in an exciting growth phase and are looking for talented individuals to join our dynamic team.

We are looking for a Manager, Technical Support Specialist (TSS) to join our Technical Support team in providing stellar support to our customers, based on well-defined service level objectives. The TSS will manage our support center, providing Level 1 support when appropriate, and work with the Application Development team on more complex issues. This role will also participate actively in pre-sales engagements, supporting the Sales team in customer engagements and demos.

Roles & Responsibilities

• Operate the support center, ticketing system and subscription management system in order to take a holistic view when providing support to customers.
• Provide Level 1 support by being the first point of contact for customers who require assistance, across multiple channels, such as emails or helpdesk software.
• Actively document and track potential issues and bugs, and work with the Application Development team to resolve them.
• Write and maintain technical documentation, user guides and other support content.
• Formulate and fine tune support processes so that the team continues to provide top-notch support to customers.
• Support the Sales team in customer engagements and demos, including configuration of demos, setting up of trial accounts, responding to technical queries, assisting field trials and so on.
• Onboarding and training of new users

Skills & Experience

• Relevant Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering or related fields.
• At least 2 years of direct customer support experience, preferably with a SaaS or technology-based business.
• Technically inclined with the ability to quickly learn and understand our software solution and its many intricacies.
• Excellent interpersonal skills which will be important when interacting with customers and assessing their, sometimes unspoken, needs.
• Proficient in technical written communication and documentation.
• Experience with well-known helpdesk software such as Zendesk or Jira Service Desk will be a bonus.
• Programming experience beyond simple scripts will be a bonus

Recognition & Reward

What you can expect from us:

• Work on projects for world-class security projects renowned for their safety, reliability and efficiency
• Commitment to your ongoing development, including on-the-job opportunities, formal programs and assistance with further education
• Community volunteering opportunities
• A competitive remuneration package, featuring performance-based incentives and a medical insurance and dental allowance.

Certis is committed to fostering an inclusive and diverse workforce culture, which is supported by our values. Our aim is to attract, develop and retain a truly diverse and high-performing workforce.