Assistant Tech Manager | 11 Months Contract

BGC GROUP PTE. LTD.; Singapore; On-site; SGD 50,000 - 65,000; Full time

Job summary

A leading tech support firm in Singapore seeks a Tech Support Specialist to enhance user interaction with AI tools. Responsibilities include managing user feedback, providing technical support, and ensuring efficient issue resolution. Ideal candidates will hold a relevant degree, have hands-on experience with cloud platforms, and demonstrate excellent communication skills. Join a dynamic environment where your technical expertise will empower users to leverage AI effectively.

Qualifications

• Minimum 1 year of relevant working experience in technical support or IT operations.
• Hands-on experience with cloud platforms is required.
• Strong ability to simplify technical concepts for non-technical audiences.

Responsibilities

• Bridge AI tools and end users through technical support.
• Collect and analyze user feedback to enhance AI tools.
• Manage support ticket lifecycle and provide timely resolutions.
• Conduct user acceptance testing on new features and updates.

Skills

Excellent communication skills

Technical documentation management

Customer service orientation

Adaptability to new technology

Education

Bachelor's degree or Diploma in IT

Tools

Google Cloud Platform

Amazon Web Services

Microsoft Azure

Job description

We seek a Tech Support Specialist to bridge our organisation's AI tools and end users. This role combines technical troubleshooting with change management, requiring someone who can resolve AI tool issues, drive adoption through training, and maintain knowledge resources. The ideal candidate will manage support from user feedback to ticket resolution while staying current with AI trends. This position suits a technically proficient professional with strong communication skills who excels at helping others leverage AI effectively.

User Feedback and Adoption Management

• Collect, analyse, and synthesise user feedback to identify improvement opportunities and enhance the overall AI tool experience
• Drive organisation‑wide adoption through targeted outreach, training initiatives, and change management strategies to maximise tool utilisation and value realisation

Technical Support and Issue Resolution

• Serve as the primary point of contact for technical issues, providing timely resolution for common problems and user queries
• Escalate complex technical matters to appropriate teams whilst maintaining comprehensive documentation of solutions and troubleshooting procedures
• Build and maintain a centralised knowledge base to enable self‑service support and improve response efficiency

Quality Assurance and Testing

• Conduct thorough user acceptance testing on new AI tool features and updates to ensure functionality meets user requirements and organisational standards
• Collaborate with development team to identify bugs, usability issues, and enhancement opportunities before deployment

Ticket Management and Follow‑up

• Manage the complete lifecycle of support tickets, from initial logging through to resolution and closure
• Maintain regular communication with stakeholders on ticket progress and ensure timely follow‑up on outstanding issues to meet service level agreements

Knowledge Management and Innovation

• Monitor emerging AI trends, technologies, and best practices to identify opportunities for organisational improvement
• Develop and maintain a comprehensive, user‑friendly AI resource repository on SharePoint, ensuring content remains current, accessible, and aligned with organisational needs

Administrative and Project Support

• Provide comprehensive administrative support including preparation of presentation materials, detailed meeting documentation, and action item tracking
• Coordinate meeting logistics and support project activities and stakeholder communications as required

Specific Requirements

• Minimum 1 year of relevant working experience in technical support, IT operations, or related field
• Bachelor's degree or Diploma in Computer Science, Information Technology, or equivalent qualification
• Hands‑on experience with cloud platforms (Google Cloud Platform, Amazon Web Services, or Microsoft Azure)
• Proficiency in technical documentation and knowledge base management
• Excellent written and verbal communication skills with proven ability to create user‑friendly documentation and training materials
• Strong customer service orientation with commitment to user satisfaction and support excellence
• Collaborative team player with ability to work effectively across different departments and stakeholder groups
• High adaptability and quick learning capacity to stay current with evolving AI technologies and tools

What We're Looking For

For this temporary position, we are seeking a candidate with the following qualities:

Essential Skills

• Excellent communication skills with the ability to articulate ideas clearly and engage effectively with diverse audiences.
• Demonstrated passion for teaching and commitment to fostering a positive learning environment.
• Strong ability to simplify and explain complex & technical concepts to non‑technical audiences.

Desirable Skills

• Technical Support and Issue Resolution
• User Feedback and Adoption Management
• Ticket Management and Follow‑up
• Administrative and Project Support

Apply now via MyCareersFuture

Only shortlisted candidates will be contacted.

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