Software Technical Support

Instance IT Solutions; Singapore; On-site; SGD 40,000 - 55,000; Full time

Job summary

A technology solutions provider in Singapore is seeking a Technical Support Specialist to provide excellent customer support through various channels. You will troubleshoot software issues, maintain documentation, and assist in user training. The ideal candidate should possess strong troubleshooting and communication skills, and be dedicated to ensuring customer satisfaction. This full-time position offers benefits, including health insurance and a provident fund.

Benefits

Health insurance

Provident fund

Qualifications

• Proficient in troubleshooting software installation and configuration issues.
• Ability to maintain accurate records of customer interactions and issues.
• Experience in creating and updating support documentation.

Responsibilities

• Provide first- and second-level technical support to customers.
• Troubleshoot and resolve software issues via multiple channels.
• Assist in onboarding and training new users on the software.

Skills

Technical troubleshooting

Customer communication

Documentation skills

Collaboration with QA and development

System performance monitoring

Job description

As a Technical Support Specialist, your primary responsibility will be to provide first- and second-level technical support to customers through various channels such as email, phone, chat, or ticketing systems. You will be expected to troubleshoot and resolve software issues encompassing installation, configuration, bugs, and performance. In cases where issues cannot be resolved at your level, you will escalate them to the development or engineering team with detailed documentation for further assistance.Maintaining accurate and up-to-date records of customer interactions and technical issues using designated support tools will be crucial for this role. Additionally, you will be tasked with creating and updating support documentation, FAQs, and knowledge base articles to facilitate customer self-service and improve overall support efficiency. Collaboration with QA and development teams to identify and report software bugs or areas for improvement will also be part of your responsibilities.In certain situations, you may be required to assist in onboarding and training new users or customers to ensure a smooth transition and optimal utilization of the software. Monitoring system performance metrics and reporting trends or anomalies to the technical team will also be a key aspect of your role.This is a full-time position with benefits including health insurance and provident fund. The work shift is during the day, and proficiency in English is preferred for effective communication. The work location is in person, and your dedication to providing exceptional technical support will be crucial in ensuring customer satisfaction and software performance.,

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