Application Support Engineer (SaaS)

INNOVAX SYSTEMS PTE LTD; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading IT solutions provider in Singapore is seeking an Application Support Engineer (SaaS) to support and maintain cloud-based contact centre solutions. Candidates should have a degree in IT, be bilingual in English and Mandarin, and possess strong problem-solving and communication skills. This role offers the opportunity to work in a fast-paced environment with a passionate team.

Qualifications

• Degree in IT, Computer/Telecommunication or related field.
• Bilingual in English and Mandarin to engage with Mandarin-speaking clients.
• Strong communication skills to explain technical concepts.

Responsibilities

• Address technical issues and inquiries from customers via call and email.
• Investigate problems to provide efficient solutions and minimize downtime.
• Monitor installed systems and infrastructure.

Skills

Problem-solving skills

Excellent communication skills

Analytical mind

Bilingual in English and Mandarin

Technical support experience

Education

Degree in Information Technology or related field

Tools

Windows

Linux

VoIP exposure

Job description

About the Company

Innovax Systems is a leading provider of systems development and integration of end to end integrated contact centre solutions and web-based applications. Headquartered in Singapore, Innovax Systems list of customers includes government agencies and Fortune 500 organizations in the Asia Pacific region.

We are currently seeking Application Support Engineer (SaaS), based in Singapore to join our team as we expand our operations in the region. You will work with a passionate team of engineers to support and maintain next-generation cloud-based contact centre solution in the region. You should be a customer-focused, results-orientated individual that thrives in a fast-paced environment.

Job Responsibilities

• Serves customers by addressing their technical issues, inquiries and troubleshooting needs of products, equipment, and services via call and email.
• Proactively investigate and analyze problems to provide efficient solutions and ensure minimal downtime.
• Ensure smooth workflow processes and attainment of service level commitment.
• Manages and monitors all installed systems and infrastructure for the organization.
• Escalate critical or priority issues to relevant teams to expedite resolutions.
• Assists in conducting product training and onboarding to use our solution.
• Assists in the coordination of various teams testing and evaluating for the development of design and its implementation of the best output.

Education and Experience Requirements

• Degree in Information Technology, Computer / Telecommunication or related field.
• Bilingual speaking and writing in English and Mandarin to liaise with Mandarin speaking customers and associates in view of business communication.
• Excellent communication skills, both written and verbal to explain technical concepts to non-technical users.
• Problem-solving skills, critically thinking and possess analytical mind.
• Experience in technical support or customer service in a software or IT environment.
• Adept at multitasking and managing priorities in a fast-paced environment.
• Possess self-initiative and able to work independently and collaborative with people at various levels.
• Familiarity with Windows and Linux environment.
• Experience and exposure in VoIP and CSP environment will be an added advantage.

Equal Employment Opportunity Statement

Innovax Systems is an equal opportunities employer and welcomes applications from qualified candidates. We regret to inform that only shortlisted candidates will be notified.