Job Description

Our client is a global technology company seeking a new Support Analyst to join their team in Singapore. The successful individual will have experience in working in a support desk environment.
In addition, they will have the ability to communicate effectively with customers and internal staff to troubleshoot and resolve issues related to their SaaS customer communications management software.

Duties and Responsibilities

• Provide Level 1 and Level 2 support for company applications and third-party products, resolving customer issues through various communication channels.
• Ensure timely and accurate documentation of information in the call tracking system and knowledge base.
• Identify and diagnose issues, and escalate potential risks to ensure prompt resolution for both the company and its customers.
• Assist with customer projects involving migrations and customizations.
• Escalate issues to Level 3 support as needed, monitor progress proactively, and ensure timely resolution to meet service level agreements (SLAs).
• Collaborate in creating and updating support documentation, and contribute to the development of content for the customer community.

Experience Needed

• Required: 1-2 years of software technical support experience
• Positive, proactive, can-do attitude with a strong focus on customer service
• Strong problem-solving skills and ability to learn new technologies quickly
• Familiarity with object-oriented programming, HTML, JavaScript, CSS, Microsoft IIS, and databases (MySQL, MS SQL, Oracle, DB2, PostgreSQL)
• Experience with debugging and profiling tools, operating systems, cloud platforms, and file formats such as JSON, XML, PDF, Word, Excel.

Salary and Benefits
The company will offer a competitive salary, medical insurance, vision benefits, 17 days of holiday allowance and a flexible working environment to the right individual.

This is an exciting opportunity for anyone looking to establish themselves in a fast-growing environment. If this sounds like you, please apply now!

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