Technical Specialist

GSA PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A tech support company in Singapore is seeking a Technical Support Specialist to provide exceptional customer service while addressing technical issues related to a core product. The role involves managing support tickets from start to finish, troubleshooting problems, and ensuring timely resolutions. Ideal candidates should possess strong analytical and communication skills, along with the ability to explain technical concepts clearly. This position offers the opportunity to collaborate with multiple teams while focusing on customer satisfaction.

Qualifications

• Strong analytical and problem-solving skills with a customer-first mindset.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Comfortable working independently and as part of a team.

Responsibilities

• Serve as the primary point of contact for all technical support.
• Monitor and manage incoming support tickets ensuring timely responses.
• Troubleshoot technical issues and provide effective solutions.
• Create and update knowledge base articles to improve self-service.
• Collaborate with cross-functional teams to relay common pain points.

Skills

Analytical skills

Problem-solving skills

Communication skills

Job description

Job Description:

We are looking for a detail-oriented and customer-focused Technical Support Specialist to join our team. This role is dedicated to providing technical support for a single core product, ensuring customers receive fast, accurate, and high-quality resolutions to their issues. You will serve as the first line of contact for users experiencing issues or needing guidance, and you will be responsible for managing support tickets from intake to resolution.

Key Responsibilities:

• Serve as the primary point of contact for all technical support.
• Monitor and manage incoming support tickets via our helpdesk system, ensuring timely responses and resolutions in accordance with SLAs.
• Troubleshoot technical issues by replicating problems, identifying root causes, and providing clear and effective solutions.
• Escalate complex or unresolved issues to higher-tier support or development teams, while maintaining communication with the customer.
• Maintain accurate, detailed logs of all interactions and resolutions within the ticketing system.
• Create and update knowledge base articles, FAQs, and internal documentation to support end users and improve self-service.
• Collaborate with product, QA, and engineering teams to relay common pain points, feedback, and potential improvements.
• Assist in onboarding and training new customers or users as needed with a focus on product usability.
• Participate in regular team meetings and contribute to continuous improvement efforts for support processes.

Requirements:

• Strong analytical and problem-solving skills with a customer-first mindset.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Comfortable working independently and as part of a team.