Associate Specialist, Customer Success

UPPER SPRING CONSULTING PTE. LTD.; Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

Upper Spring Consulting PTE. LTD. in Singapore seeks an Associate Specialist, Customer Service to handle incident management and service operations. You will be the first line of defence for operational issues, coordinating with engineering teams, vendors, and customers to ensure timely resolution and minimal downtime.

The role emphasizes troubleshooting, documentation, and effective communication in a 24/7 environment, with a focus on service continuity and SLA adherence.

Qualifications

• 2–3 years of experience in technical support, service operations, or related roles.
• Exposure to a technology-driven or service delivery environment.
• Familiarity with ITIL processes and incident management.

Responsibilities

• Assist and support service requests, issue tracking and documentation.
• Assist in customer communication and updates.
• Maintain service documentation and records.
• Coordinate internal teams to fulfill customer requests.
• Participate in on‑call shifts and respond to incidents promptly.
• Support preventive maintenance and routine checks as per contract.

Skills

Incident management

Troubleshooting

Documentation

On-call support

Customer service

Collaboration

Education

Diploma or Degree in Engineering, IT, Network Engineering, or related field

Tools

ITIL (Incident, Problem, Change Management)

Job description

We are assisting our client, an established information technology and consulting solutions provider, in seeking an experienced Associate Specialist, Customer Service, to join their team.

You will be responsible for the ongoing operational support of customer IT infrastructure and data centre environments after deployment. This is a critical hands-on role focused on incident management, troubleshooting, maintenance, and service continuity.

You will act as the first line of defence for operational issues and ensure the timely resolution of technical incidents in accordance with SLA requirements. Working closely with engineering teams, network specialists, vendors, and customers, you will ensure minimal downtime and optimal system performance.

Responsibilities

• Assist and support service requests, issue tracking and documentation
• Assist in customer communication
• Maintain all service documentation and records
• Coordinate internal teams to fulfil customer service requests
• Assist with preventive maintenance (routine checks), firmware updates, and related maintenance activities as per contract frequency
• Update and track internal inventory and update documentation

Requirements

• Diploma or Degree in Engineering, IT, Network Engineering, or related field
• Minimum 2-3 years of experience in technical support, service operations, and basic logistics coordination
• Exposure to a technology-driven or service delivery environment preferred
• Familiarity with ITIL processes (Incident, Problem, Change Management)
• Ability to track multiple service requests and issues, and ensure timelines are met
• Basic understanding of IT or technical service workflows
• Experience in troubleshooting system or network-related incidents
• Ability to work in a high-pressure, 24/7 operational environment
• Focused on responsiveness, service recovery, and satisfaction
• Strong ability to maintain accurate records and reports
• Able to coordinate and facilitate between technical and non-technical teams
• Proactive in identifying issues and driving resolution
• Willingness to participate in on‑call support rotation
• Able to work independently