Support Engineer [CCP for ICT Professionals]

AVEPOINT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

AVEPOINT SINGAPORE PTE. LTD. is seeking a Support Engineer to provide Level 1 and Level 2 support to existing clients in Singapore.

You will collaborate with the R&D team, replicate reported issues, and communicate findings to support software engineers and QA to facilitate bug fixes. You will take ownership of project-specific customer inquiries and bring resolutions. The role focuses on ensuring customer satisfaction, performing deep-dive analysis, and maintaining thorough documentation of

Qualifications

• Experience in providing Level 1 and Level 2 customer support
• Ability to replicate reported issues and perform troubleshooting
• Strong communication with customers and internal teams

Responsibilities

• Ensure customer satisfaction in Project Support and Maintenance
• Collect information and perform deep-dive analysis, diagnosis, and troubleshoot
• Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
• Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed
• Manages the status of issues raised and ensure they are resolved effectively in a timely manner
• Continually evaluate existing processes to streamline and enhance customer support activities
• Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations
• Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients
• Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases
• Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems

Job description

As a Support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in bug fixing. Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.

• -Ensure customer satisfaction in Project Support and Maintenance
• -Collect information and perform deep-dive analysis, diagnosis, and troubleshoot.
• -Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
• -Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed.
• -Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
• -Continually evaluate existing processes to streamline and enhance customer support activities.
• -Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
• -Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
• -Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
• -Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems.