Responsibilities:
- Provide technical support to customers via Phone, Chat, Email and onsite support;
- Support handling will be 7x24 and rotating shift is required;
- Diagnose faults and troubleshoot technical issues;
- Communicate complex technical concepts in layperson’s terms;
- Managing and interpreting customer requirements - listening to clients and using astute questioning to understand, anticipate and exceed their needs;
- Coordinate with other Technical Support team members to escalate cases with unresolved issues to respective product vendor;
- Maintain a close-loop with the product vendor to identify and support new product solutions based on direct and indirect prospect feedback as well as security industry trends;
- Continuous Learning in IT industry, particularly new security products and solutions;
- Any other ad-hoc duties as required or assigned.
Requirements:
- Singaporean only
- IT or relevant discipline;
- Minimum 1 year technical experience, preferably in onsite technical support;
- Experience with cybersecurity solutions deployment is preferred;
- Proficiency in English and strong communication skills particularly over the phone and with email;
- Ability to work individually and within a highly collaborative team setting;
- Highly motivated, fast learner, passionate to learn new product solutions and technology.
