Support Engineer - Singapore - JEDOX PTE. LTD.

JEDOX PTE. LTD. Singapore

2 weeks ago

Description

Roles & Responsibilities

Your Responsibilities

People-centricity is a key value to us, and our Jedox Support team is at the frontline of making sure our customers are happy and able to use and understand our software. In this role, you will get to know the core features of our Jedox product at an expert level. The primary responsibility is to handle customer issues related to Jedox products and services over the phone as well as through tickets and chat.

Technical support engineers are required to troubleshoot and test directly with the customer and work cross-functionally and collaboratively to resolve issues to our customer's happiness. You will have the opportunity to improve processes and customer experience by crafting new knowledge about our product, whilst sharing insights to colleagues and management.

The function of Tier 1 Support is to administrate all incoming requests within SLA, respond to questions, assess, verify, and validate customer submissions, troubleshoot, and resolve in a timely manner, ensuring that the customer experience is at the forefront of our engagement.

In this context, your responsibilities will be:

Respond to tickets in accordance with SLA's
Establish correct prioritisation upon ticket submission
Provide positive written and verbal communication with the customer
Implement configuration changes for cloud customers
Provide information regarding Jedox Cloud settings and hardware loads
Create Customer portal accounts
For new tickets: check responsibility of support (transfer to colleague/department),
Queue Management to ensure timely and effective follow-up
Ensure escalations are owned, followed up and resolved satisfactorily
Phone coverage & Video calls

We are looking for smart problem-solvers motivated to provide excellent service to our customers and partners globally. If you have a first experience with IT support or just a good affinity for IT and really enjoy helping people and finding solutions, we are looking for you

Your Profile

Strong technical awareness and aptitude, with the ability to learn new
Good IT skills (Windows/Linux, web servers, cloud services, databases, Excel, Outlook...)
Capacity to Provide effective, informative, and timely communications
Exceptional analytical skills, including the ability to figure out how things should work, identify patterns and trends
Flexibility and customer orientation

Ideally you also bring:

Confident use of Excel, databases and web technologies.
Experience with support processes, Kubernetes/Docker, Azure, ITIL and SRE

Tell employers what skills you have

Outlook
Verbal Communication
Analytical Skills
Azure
Customer Experience
Hardware
Web Technologies
Networking
Windows
Cloud Services
Excel
ITIL
Customer Orientation
Databases
Ability To Learn
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