Reports to Country Manager. Key Responsibilities: \xc2\xb7 Evaluate and identify opportunities to drive customer experience improvements that positively impact our customers\xe2\x80\x99 experience \xc2\xb7 Manage and administer ticketing/chat systems and proactively manage the day-to-day issues raised by users globally \xc2\xb7 Collaborate with internal cross-functional teams (e.g. Business Process, Product, Engineering etc.), partners, and vendor(s) \xc2\xb7 Proactively monitor supported systems and platforms to ensure they are operational and performant \xc2\xb7 Contribute to the team workload by accomplishing related tasks to achieve key results as required \xc2\xb7 Document troubleshooting methodology, information, analyzes facts/conditions regarding the support issue, and creates coaching materials/technical materials \xc2\xb7 Lead or participate in management of incidents, requests and problems, request fulfilment and problem resolution and escalation activities, and perform root cause analysis \xc2\xb7 Participate in partner/vendor management activities associated with the ongoing maintenance, support and enhancement of systems and related services \xc2\xb7 Participate in strategic and tactical planning of business-driven initiatives Key Qualifications/Background: \xc2\xb7 Minimum of Degree is required and 2 years of proven success delivering high-quality support directly to customers \xc2\xb7 Possess high drive, ambition, a desire to learn, and great positive attitude \xc2\xb7 Excellent communication skills: written, verbal, one-to-one, group, formal presentations \xc2\xb7 Able to produce well-structured and clear customer-facing documentation and reports \xc2\xb7 Provide excellent customer service skills \xe2\x80\x93 hugely responsive internally and to customers \xc2\xb7 Experience with Cloud/SaaS software products is highly desired \xc2\xb7 Ability to operate independently in a highly ambiguous and fast-paced environment \xc2\xb7 Experience working in or with law firms, legal operations, arbitration, or legal service providers is advantageous but not mandatory \xc2\xb7 Experience at a growth stage SaaS company is advantageous but not mandatory Other Information: \xc2\xb7 Working Days/Hours: Mon to Fri, 9am to 6pm \xc2\xb7 Location: Raffles Place \xc2\xb7 Industry: Tech \xc2\xb7 Basic Salary: S$5.5K to $8K Job Type: Full-time Salary: $5,500.00 - $8,000.00 per month Benefits:

• Health insurance
• Parental leave

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Performance bonus

Shift system

• Health insurance