IT Support Specialist

OMNI-COMM PTE LTD; Singapore; On-site; SGD 36,000 - 58,000; Full time

Job summary

OMNI-COMM PTE LTD is seeking a Technical Support professional in Singapore to manage frontline customer touchpoints, perform remote triage, and provide independent Level 2 support. The role includes smart dispatching, system testing of CRM, and thorough administrative duties across ticket management and documentation.

The ideal candidate will handle SLA tracking, coordinate with Engineering and Sales for quotes, and maintain CRM records, inventory, and service reports for ongoing projects.

Qualifications

• Experience handling front-line customer inquiries via phone and email.
• Ability to triage faults and perform remote checks accurately.
• Familiarity with CRM systems and ticket workflows.

Responsibilities

• Front Customer Touchpoints: Manage Helpdesk hotline and email during operating hours.
• Level 1 Triage: Perform remote preliminary checks of reported faults.
• Independent Level 2 Support: Troubleshoot and resolve issues before escalation.
• Smart Dispatching: Identify problem areas and notify engineers or managers.
• System Testing: Participate in UAT and CRM rollout plus enhancements.
• Administrative Support: Input fault data into CRM and manage tickets.
• Ticket Management: Create tickets with accurate fault docket in CRM.
• SLA Tracking & Escalation: Monitor ticket status and escalate as needed.
• Commercial Liaison: Forward upgrades and ad-hoc requests to Sales for quotes.
• Database Administration: Update customer info in CRM and contract DB.
• Inventory Management: Track hardware assets and stock movements.
• Documentation: File service reports for on-site work and maintenance.
• Reporting: Provide weekly status updates on Helpdesk issues.

Skills

Frontline support

Remote troubleshooting

CRM systems

Ticket management

SLA monitoring

Tools

CRM system

Helpdesk software

Job description

Technical Support & Resolution (50%)

1. Front Customer Touchpoints: Manage the Company’s official Helpdesk hotline and email during operating hours to ensure that all customer enquiries and issues are captured.

2. Level 1 Triage: Perform remote preliminary checks of all reported maintenance and technical faults.

3. Independent Level 2 Support: Conduct advanced remote troubleshooting and issue resolution independently whenever possible before escalating.

4. Smart Dispatching: Accurately identify problem areas to assign and notify appropriate engineers, cabling technicians or managers.

5. System Testing: Participate actively in User Acceptance Testing (UAT) and rollout of new Customer Relationship Management (CRM) system as well as subsequent system enhancements and bug fixes.
   

   Administrative Support (50%)

   1. Ticket Management: Ensure all Helpdesk cases have tickets created with accurate fault docket information input on the CRM system.

   2. SLA Tracking & Escalation: Monitor ticket statuses and follow up with Engineering team members on ticket closure with proper resolution documented on the CRM system and elevate issues that exceed Service Level Agreement (SLA) timelines.

   3. Commercial Liaison: Forward upgrades, add-on requests and ad-hoc work requests (inclusive of new or replacement of existing hardware) to Sales team for approval and quotation follow-up.

   4. Database Administration: To update new and old customer information into the CRM customer profile and contract database.

   5. Inventory Management: Manage the end-to-end lifecycle of hardware assets, including tracking stock levels, documenting internal movements and processing stock issuances for project deployments and ad-hoc drawdowns.

   6. Documentation: File Service Reports by the Engineering team for on-site service calls, ad-hoc work and preventive maintenance.

   7. Reporting: Provide Management and Engineering team a weekly status update of Helpdesk issues logged.

   8. Others: Perform additional duties as assigned by the management in support of project and service delivery goals.