Technical Support Specialist (Day/Night Shifts)
Our client is an industry-leading Financial Technology Firm looking for a talented individual to fill the position of Technical Support Specialist (Day/Night Shifts).
You will be working as part of a team within a fast-paced, fun, challenging and creative environment in order to achieve team-oriented goals.
Act as the first point of contact for Level-1 & Level 2 product and technical support.
Day-to-day monitoring of our Data Flow processes to ensure pro-active resolution of any issues that arise.
Pursue incident resolution with maximum adherence to the Service Level Agreements and internal Incident Management Procedures.
Escalate unresolved incidents/service requests to the relevant 3rd and 4th level support teams.
Provide technical support to End Users (company affiliates) through a ticketing system or live chat.
Responsible to log, update and manage users’ requests in the ticketing system.
Responsible for communicating status update to end-users in a timely manner.
Provide support and encouragement while ensuring the overall quality of service is provided.
Perform in a positive, professional and customer-focused manner.
Update documentation and knowledge base to improve efficiency and effectiveness in incident resolution and provide training to other staff members as required.
Provide feedback based on metrics on how we can improve our products in order to minimize the support requests and issues.
Other ad hoc duties as these may occur from time-to-time within the frame of technical support service for our products.
Ideal skills we are looking for:
Bachelor’s degree in Computer Science or a related technical field, or equivalent experience
Must have flexibility with scheduling and able to work on day/night shifts
Strong analytic, diagnostic and problem-solving skills.
Ability to problem-solve independently and multi-task
Pro-active, resourceful with a high level of accuracy and attention to detail.
Previous experience in a similar position will be considered an advantage.
Excellent verbal and written communication in English
Good teamwork and collaboration skills
Competitive salary + Medical + Provident Fund
22 Days Annual Leave
Working from Home Policy
Private Medical Insurance
Office Perks: Free beverages, fruits and snacks
Udemy unlimited membership