Technical Support Specialist (IT Operations | Cloud | 11 months | $3000-$3450 | Public Sector)

BGC GROUP PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A public sector company based in Singapore is seeking a Technical Support Specialist for IT Operations. The role involves enhancing user experience through feedback management, providing technical support, conducting testing, and managing support tickets. Candidates should have strong communication skills and a passion for teaching. The position is for an 11-month contract with a salary range of SGD 3000 to SGD 3450.

Qualifications

• Strong ability to articulate ideas clearly and engage effectively.
• Demonstrated passion for teaching and commitment to learning.
• Ability to simplify complex technical ideas for non-technical audiences.

Responsibilities

• Collect and analyse user feedback to enhance AI tools.
• Serve as the primary contact for technical issues.
• Conduct user acceptance testing on new AI features.
• Manage the lifecycle of support tickets.
• Monitor emerging AI trends and develop resource repositories.
• Provide comprehensive administrative support.

Skills

Excellent communication skills

Ability to engage with diverse audiences

Passion for teaching

Ability to simplify technical concepts

Job description

Technical Support Specialist (IT Operations | Cloud | 11 months | $3000-$3450 | Public Sector)

Duration: 11 months

Location: Pasir Panjang Rd, Mapletree Business City

Salary: $3450

Eligibility: Only Singaporean

Job Description

User Feedback and Adoption Management

• Collect, analyse, and synthesise user feedback to identify improvement opportunities and enhance the overall AI tool experience
• Drive organisation-wide adoption through targeted outreach, training initiatives, and change management strategies to maximise tool utilisation and value realisation

Technical Support and Issue Resolution

• Serve as the primary point of contact for technical issues, providing timely resolution for common problems and user queries
• Escalate complex technical matters to appropriate teams whilst maintaining comprehensive documentation of solutions and troubleshooting procedures
• Build and maintain a centralised knowledge base to enable self‑service support and improve response efficiency

Quality Assurance and Testing

• Conduct thorough user acceptance testing on new AI tool features and updates to ensure functionality meets user requirements and organisational standards
• Collaborate with development team to identify bugs, usability issues, and enhancement opportunities before deployment

Ticket Management and Follow‑up

• Manage the complete lifecycle of support tickets, from initial logging through to resolution and closure
• Maintain regular communication with stakeholders on ticket progress and ensure timely follow‑up on outstanding issues to meet service level agreements

Knowledge Management and Innovation

• Monitor emerging AI trends, technologies, and best practices to identify opportunities for organisational improvement
• Develop and maintain a comprehensive, user‑friendly AI resource repository on SharePoint, ensuring content remains current, accessible, and aligned with organisational needs

Administrative and Project Support

• Provide comprehensive administrative support including preparation of presentation materials, detailed meeting documentation, and action item tracking
• Coordinate meeting logistics and support project activities and stakeholder communications as required

Essential Skills

1. Excellent communication skills with the ability to articulate ideas clearly and engage effectively with diverse audiences.
2. Demonstrated passion for teaching and commitment to fostering a positive learning environment.
3. Strong ability to simplify and explain complex & technical concepts to non‑technical audiences.

Desirable Skills (Bonus to have experience in at least 2 areas, but these skillsets can be developed on the job)

1. Technical Support and Issue Resolution
2. User Feedback and Adoption Management
3. Ticket Management and Follow‑up
4. Administrative and Project Support

By submitting your resume or personal data, you consent to BGC Group Pte Ltd collecting, using, and disclosing your personal data to our clients and partners for the purpose of evaluating your suitability for job opportunities and related recruitment services. You acknowledge that you have read, understood, and agree to our Privacy Policy for Job Applicants, available at https://bgc-group.com/notice-for-job-applicants

Source: SS-JO-27657

BGC Group Pte Ltd (Outsourcing)

EA 05C3053