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Job Details

Location
Singapore
Salary
Competitive Salary
Job Type
Permanent
Ref
BH-167111
Contact
Grace Tham
Contact email
Email Grace
Contact phone
+65 6692 0744
Posted
over 2 years ago
As a Designated Premium Support Engineer, you will be heavily engaged to personalize the client’s customers’ experience and ensure a successful product experience. You will partner with the partners and Technical Account Manager through effective engagement as the trusted expert, both proactively and reactively, with the customer to address any technical needs. This includes performing advanced analysis, troubleshooting and problem isolation for our customers and partners. The ideal candidate will maintain the highest level of expertise throughout all company products, including integration of the client’s products with 3rd part enterprise systems. They are required to sustain a high level of customer relations whilst managing multiple cases simultaneously.
 
Responsibilities:
  • Providing technical support to premium customer accounts
  • Troubleshoot and resolve complex, critical and sensitive support issues both over the phone, electronically and occasionally over remote sessions.
  • Collaborate efficiently with your Technical Support colleagues, both locally in Singapore and globally across locations including APJ, UK, US and Singapore.
  • Engage with next tier support, development and/or product management colleagues when required in order to resolve customer problems.
  • Escalate critical issues and roadblocks to the various available internal escalation paths.
  • Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly.
  • Reproduce customer issues and, if needed, document solutions to known/common issues.
  • Learning and accumulating knowledge on new technologies, and act as a multiplier.
  • Availability to be on call after hours and on weekends on occasion.
  • Attending and contributing on customer facing conferences.
  • Manage customer communication and expectations
 
Requirements:
  • BSc. in Computer Science or related Technical Field
  • Ideally 8 years of experience in Technical Support or a position of similar nature in an Enterprise Software company, of which 1-2 years supporting premium accounts
  • Has hands-on working experience at L2 and L3 with fault ticketing responsibilities
  • Good communication skills
  • Strong knowledge of Windows OS and proficiency in Linux/*Nix OS
  • Proven technical and troubleshooting skills
  • Capable of understanding the technical aspects of a complex system
  • Strong ability to troubleshoot issues and provide resolution
  • Excellent written and verbal communication skills with a customer first attitude
  • Ability and desire to learn and work independently as well as in a team
  • Ability to manage time well and meet multiple deadlines in a sometimes hectic environment

Reg No. R1442448
BeathChapman Pte Ltd
Licence no. 16S8112