What you will be doing
As a Technical Support Associate you will be charged with responding to cases created by customers and working with internal teams to drive the case to resolution. We need a customer focused individual who gets excited about technology and loves engaging with people. You will be answering support queries primarily via email, but also be holding calls with our clients to help resolve their problems and educate them on our Products. You will be the voice of the customer throughout the company and will aid our Customer Success teams in delivering a five star experience for our clients.
You must speak fluent Mandarin
As a Technical Support Associate, you will:
● Resolve customer queries, recommend solutions and guide product users through features and functionalities.
● Respond to customer queries in a timely and accurate way, primarily via email or web conference
● Identify customer needs and help customers to optimise the product
● Work with the Customer Success team to improve the Customer Experience
● Analyse and report product malfunctions and work with internal teams around customer issues
● Follow up with customers to ensure their technical issues are resolved
● Gather customer feedback and share with our Product, Sales and Marketing teams
● Share feature requests and effective workarounds with team members
● Be the voice of the customer to the wider team
About you
As a Technical Support Associate, you will:
● Have a experience of using help desk software and remote support tools
● Display patience and remain calm under pressure, even when handling tough cases
● Be detail oriented, ensuring that customers have a great experience
● Have the ability to multitask
● Have excellent communication and problem-solving skills
Nice to haves:
● Ideally, have previous experience with making database queries
● Have familiarity with our industry, although this is not a necessary requirement
● Ideally you will have had exposure to Restful API, GitLab, AWS, Jira & Confluence
What’s in it for you?
● Competitive salary aligned to your skills and experience
● Equity as we want you to have a part of what we are building
● We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
● You will also get an annual budget of SG $400 to kit out your home office
● Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
● Annual learning budget to drive your performance and career development
● Enhanced parental leave and childcare benefits
● Medical insurance through Bupa with pre-existing conditions covered
● Pension contribution through The Peoples Pension
