Business Analyst

Workforce Optimizer Pte Ltd; Singapore; On-site; SGD 40,000 - 70,000; Full time

Benefits offered by this job

AI-based optimization tech

Career advancement

Mentorship

Diverse opportunity

Job summary

Workforce Optimizer Pte Ltd in Singapore is seeking a Business Analyst to act as a bridge between customers and our software solutions. You will diagnose technical issues, provide timely resolutions, and influence product insights from support cases to improve processes.

You should enjoy solving problems, explain technical details clearly, and thrive in a fast-paced, customer-focused environment while developing knowledge bases and collaborative strategies with internal teams.

Qualifications

• Diploma or Bachelor's degree in any field required.
• Strong critical thinking and problem-solving abilities.
• Excellent written and verbal communication.
• Ability to learn quickly and work independently or in a team.
• Interest in technology and software.

Responsibilities

• Provide the first level of support, diagnose root causes, and escalate as needed.
• Research and document common issues; build and maintain a knowledge base for FAQs.
• Develop solutions to optimize customer support and inform product design and processes.
• Generate reports and analyze support trends to inform business needs.

Skills

Analytical thinking

Problem solving

Interpersonal skills

Communication

Quick learner

Team player

Tech interest

Education

Diploma or Bachelor's degree

Job description

We're in search of a Business Analyst who will act as a crucial link between our company and our customers. Your role will entail a combination of analytical thinking and exceptional customer service to assist clients in diagnosing and resolving technical issues. Additionally, you will have the opportunity to create and implement plans for improving customer support and utilizing insights from support issues to influence future product designs and business processes.

We're seeking a natural problem-solver who enjoys assisting others and can easily explain technical details. As the guardian of our customers' trust, you'll be responsible for providing them with prompt and accurate solutions to their technical issues. If this sounds like you, we'd love to meet you!

Responsibilities

• Provide the first level of support, work with and ask customers targeted questions to quickly understand and diagnose root cause of the issue, troubleshoot and/or escalated to the relevant teams.
• Research and identify solutions to common issues; document and maintain a knowledge base for Frequently Asked Questions so that end-users can look up solutions independently.
• Develop mitigating and/or preventive solutions to optimize efforts spent on customer support, including establishing problem solving guidelines, checklists, or other materials to improve response to recurring or routine user problems.
• Generate summary reports; analyse and present support trends and patterns to inform business needs or technical requirements.

Qualifications:

• Diploma or Bachelor's degree in any field. Strong interest in working with computer applications and software.
• Strong critical thinking and problem-solving skills: even when you do not have the solution to the problem, you know how to get the solution; this includes the ability to know what questions to ask.
• Exceptional interpersonal and communication skills: able to articulate effectively in writing and verbally.
• A quick learner and displays high willingness to learn.
• Attitude: possess determination and commitment to strive towards excellence in everything you do. No detective leaves a case unsolved.
• Able to work independently and as a team: able to support multiple requests concurrently, able to multi-task and stay organized in a fast-paced environment.
• Possess a keen interest to pursue a career in tech. Those without tech experience are welcome to apply, subject to certain job roles where some tech experience may be required.

Benefits

• Opportunity to work with a high-value enterprise-level software that applies cutting edge AI-based optimization technology.
• Hone your ability to apply analytical & technical skills apart from a pure customer service role.
• Mentorship to manage internal and external stakeholders.
• Diverse opportunity for career advancement