Support Engineer: ICT Solutions & Customer Troubleshooting

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

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