Technical Support Specialist

Job Title:

Location:

Department:

Job Summary:

Key Responsibilities:

• Technical Assistance:

  Provide timely and effective technical support to customers using Service Now tools. Address and resolve issues related to Web app, mobile app and server issues using technologies like Golang, React-native, MySQL, microservices, GCP etc.

• Issue Resolution:

  Investigate technical problems, identify root causes, related data patches and offer appropriate solutions. Escalate complex issues to senior technical staff or relevant departments when necessary.

• Documentation:

  Maintain accurate records of customer interactions, technical issues, and resolutions in our support ticketing system. Create and update knowledge base articles and documentation to help users resolve common issues independently.

• Customer Interaction:

  Communicate effectively with customers to understand their technical problems and provide clear, step-by-step instructions to resolve issues. Ensure a high level of customer satisfaction through professional and courteous service.

• Collaboration:

  Work closely with other technical support staff and squads to address and resolve issues. Participate in team meetings and contribute to the continuous improvement of support processes and procedures.

• Training:

  Provide guidance and training to end-users and junior support staff as needed. Share knowledge and best practices to enhance team performance and user experience.

Qualifications:

• Education:

  Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

• Experience:

  Minimum 3 years of experience in a technical support role or similar position. Experience with Golang, React-native, MySQL, microservices, GCP is preferred.

• Technical Skills:

  Strong understanding of operating systems (Windows, macOS, Linux) and common software applications. Experience with remote support tools and ticketing systems.

• Problem-Solving:

  Excellent analytical and problem-solving skills with the ability to investigate complex technical issues effectively.

• Communication:

  Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and concisely.

• Customer Service:

  Proven ability to deliver exceptional customer service and maintain a positive attitude under pressure.

Additional Skills:

• Time Management:

  Ability to manage multiple tasks and prioritize workload efficiently.

• Team Player:

  Collaborative mindset with a willingness to assist colleagues and contribute to team goals.

• Adaptability:

  Flexibility to adapt to new technologies and changing business needs.

Working Conditions:

• Need to work in Singapore work time [6:30AM to 3:30PM IST].