Senior Operations Executive

Lives Group; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

SPD Scientific Pte Ltd in Singapore is seeking a Senior Operations Executive to lead ticket management, coordinate communication between technical support teams and end users, and ensure timely resolution of issues.

You will maintain documentation, assist with administrative tasks, manage quotations, orders, invoicing, and contracts, and analyze support data to drive process improvements and customer satisfaction.

Qualifications

• Experience in managing support tickets using ticketing systems.
• Strong communication between technical teams, end-users and stakeholders.
• Ability to maintain and update knowledge bases and guides.
• Experience with quotations, orders and invoicing processes.
• Ability to coordinate calendars, meetings and staffing schedules.
• Analytical mindset to identify process improvements.

Responsibilities

• Ticket Management: receive, prioritize, and assign tickets; monitor queues.
• Communication Coordination: act as main contact between teams, users and stakeholders.
• Documentation Maintenance: keep records and update knowledge bases.
• Administrative Support: schedule shifts, meetings, and prepare reports.
• Quotation, Order and Invoicing Management: ensure accuracy and timeliness.
• Contract Management: oversee contracts for technical services.
• Resource Coordination: manage equipment, software licenses and training.
• Quality Assurance: audit processes and suggest improvements.
• Analytical Support: analyze data to improve support efficiency.

Skills

Ticket management

Communication coordination

Documentation maintenance

Administrative support

Quotation / invoicing management

Contract management

Resource coordination

Quality assurance

Analytical thinking

Tools

Ticketing systems

Knowledge base platforms

Job description

Job Description

3 - 5 Years

Permanent

Group Company: SPD Scientific Pte Ltd

Designation: Senior Operations Executive

Primary Responsibilities:

• Ticket Management: Receive, prioritize, and assign support tickets usingticketing systems. Monitor ticket queues, ensure timely response andresolution, and elevate unresolved issues to appropriate teams.
• Communication Coordination: Serve as a central point of contact forcommunication between technical support teams, end-users, and stakeholders.Keep stakeholders informed about the status of support requests, plannedmaintenance activities, and system outages.
• Documentation Maintenance: Maintain accurate records of supportactivities and update knowledge base articles and troubleshooting guides.Analyze support documentation for completeness, clarity, and effectiveness.
• Administrative Support: Assist in administrative tasks such asscheduling support staff shifts, coordinating meetings, and managing teamcalendars. Prepare reports on support metrics, including ticket volumes,response times, and customer satisfaction ratings.
• Quotation, Order and Invoicing Management: Ensure the seamless executionof quotation, order, and invoicing processes, guaranteeing accuracy,timeliness, and adherence to organizational protocols.
• Contract Management: Oversee contracts for technical support services,including negotiation, documentation maintenance, and liaison between internal stakeholdersand external vendors.
• Resource Coordination: Coordinate resources such as equipment, softwarelicenses, and training materials to support technical teams and end-users.Track inventory levels, place orders for supplies, and ensure timely deliveryof resources as needed.
• Quality Assurance: Conduct regular audits of support processes anddocumentation to ensure compliance with standards and best practices. Identifyareas for improvement and recommend changes to enhance support efficiency andcustomer satisfaction.
• A nalytical Support: Analyze support data to identify opportunities forprocess improvement, optimize resource allocation, and enhance user experience.

Additional Responsibilities:

Reporting Team

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Required Certification/s:

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Specific requirements

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Job Snapshot

Updated Date

04-06-2024

Job ID

LIVESGROUP_97

Department

Technical Support

Location