Application Support

Job Responsibilities:
- Ability to keep customer at the forefront of all requests and advocate for the Customers needs at all times
- Advocate for Customer Success Own and track tickets within SLAs
- Identify, resolve or manage the resolution of system issues
- Familiarity with multichannel service delivery and communications to handle service requests
- Supports internal clients with system admin tasks and product knowledge expert advice
- Seek more information, by asking the right questions to collect information to assist and resolve the issue
- Communicate to all levels to ensure clients and management are informed of issue status and updates
- Manage escalation to 2nd Line
- Improve, manage and update Knowledgebase
- Familiar working with automated system monitoring and applications across large networks
- Assignments as required and relevant by management
- Achieve the KPIs: Helpdesk Ticket Metrics, Responsiveness, SLAs


Job Requirements:
- 2+ year of experience in a relevant customer service or technical support position
- Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.
- Basic troubleshooting knowledge of desktop support issues such as software installation, system configurations, networking etc.
- Additional knowledge or background of technical skills such as databases, AWS and programming will be advantageous
- Fluent in the English and Mandarin languages, both written and spoken