Job Description

Reports to Country Manager.

Key Responsibilities:

• Evaluate and identify opportunities to drive customer experience improvements that positively impact our customers\xe2\x80\x99 experience

• Manage and administer ticketing/chat systems and proactively manage the day-to-day issues raised by users globally

• Collaborate with internal cross-functional teams (e.g. Business Process, Product, Engineering etc.), partners, and vendor(s)

• Proactively monitor supported systems and platforms to ensure they are operational and performant

• Contribute to the team workload by accomplishing related tasks to achieve key results as required

• Document troubleshooting methodology, information, analyzes facts/conditions regarding the support issue, and creates coaching materials/technical materials

• Lead or participate in management of incidents, requests and problems, request fulfilment and problem resolution and escalation activities, and perform root cause analysis

• Participate in partner/vendor management activities associated with the ongoing maintenance, support and enhancement of systems and related services

• Participate in strategic and tactical planning of business-driven initiatives
  

• Minimum of Degree is required and 2 years of proven success delivering high-quality support directly to customers

• Possess high drive, ambition, a desire to learn, and great positive attitude

• Excellent communication skills: written, verbal, one-to-one, group, formal presentations

• Able to produce well-structured and clear customer-facing documentation and reports

• Provide excellent customer service skills \xe2\x80\x93 hugely responsive internally and to customers

• Experience with Cloud/SaaS software products is highly desired

• Ability to operate independently in a highly ambiguous and fast-paced environment

• Experience working in or with law firms, legal operations, arbitration, or legal service providers is advantageous but not mandatory

• Experience at a growth stage SaaS company is advantageous but not mandatory
  

• Working Days/Hours: Mon to Fri, 9am to 6pm

• Location: Raffles Place

• Industry: Tech

• Basic Salary: S$5.5K to $8K