Total 44 support advisor job vacancies in Information Technology category in Singapore (Satair)

• 1. Learn and master the company's core technology and product, provide technical support for customers and distributors, including technical explanations, training, (answering questions, solving problems), etc. according to the technical process and specifications of the company
  2. Provide on-site technical support for customers specifically in Imaging, Flow Cytomtery and Clinical application in the responsible area to ensure the success rate of the Demo;
  3. Summarize product and application experience, and cooperate with the local sales team to carry out targeted technical presentations to key account, so as to enhance the core competitiveness of Miltenyi products in the customer base.
  4. Update training materials in a timely manner, and provide complete training tools for internal sales and distributors;
  5. Cooperate with the sales team to achieve sales targets and provide customers with continuous, satisfactory and timely technical support;
  6. Other affairs arranged by the company due to business needs.

As a technical support engineer, you’ll be part of a global team whose main focus is ensuring that Wise API integrations get an industry-leading level of assistance when they need it. You’ll work with Wise Platform enterprise partnerships and business payouts customers, Open Banking providers, and self-onboarded API users. They all depend on rapid and dedicated support: from general questions about the behaviour of an API or webhook, to acting as a first-responder for a major incident.

What you'll be doing:

• Develop a deep expertise in the Wise API products and capabilities, and solid understanding of how Wise Platform partnerships have integrated with the solution. You’ll collaborate with teams across the Wise Platform and Open Banking products to do that.

• Support the team to help contacts across all channels, primarily over email in our support queues, and also by phone in the case of critical issues for a partnership.

• Contribute significantly to troubleshooting and solving issues users report, both independently and collaboratively with engineering and commercial teams in Wise.

• Enable the rest of the team to support API users globally, by sharing and capturing knowledge and trends on the issues users are raising.

• Develop an in-depth understanding of VOCC functionality

• Build the knowledge base and understand the various application service flow  product, and services

• Able to develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented process

• Follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels

• Liaise with L2 support groups to collaborate on the resolution of incidents and problems

• Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solution for client issues and resolve system problems quickly

• Track update and resolve all assigned requests in the incident management system, ensuring that documentation is thorough, accurate, and meets a standard of high quality

• Enhance technical skills through participation in ongoing training

• Able to communicate and work cordially in global team with teammate from different culture and in time zone.

• Create Incident reports and Ensure all incidents and changes are in compliance to ITIL and operation policy

• Be able to problem diagnose, quickly and efficiently by running and review application and network traces

• Ability to communicate well and manage highly stressful situations during the Incident.

• Ability to prioritize and multitask. Flexibility and adaptability in work approach

• Adhere to the Standard operating procedure and suggest improvements if needed.

• This role will require shift work and Weekend On-call support.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

About the role

Reporting to the BI Solutions Support Team Lead, this role will support internal stakeholders in Asia Pacific with all performance issues relating to back office BI applications, ensuring smooth operations while looking into potential process improvements.

What you will be doing

• Monitor and manage ticketing system effectively
• Perform analysis and troubleshooting of reported issues to identify root cause
• Collaborate and share knowledge with other team members to resolve issues and identify opportunities for improvement
• Prepare or update technical documents or user guides
• Participate in the enhancement and support of cyclical processes (e.g. annual budget, year opening processes)

The successful candidate

Essential

• At least a Bachelor's degree in Information Technology, Computer Science, Business Intelligence, or related field
• At least 2 years' experience in application support or similar roles
• Strong working experience in BI tools (e.g. Tableau, PowerBI)
• Working knowledge of MS SQL server and SQL scripting

Desirable

• Motivated, self-driven
• Meticulous and able to multi-task in a fast-paced environment
• Able to communicate clearly and effectively with all levels of users in English
• Open to learn and work with new technologies

We are looking for a Senior Technical Support Specialist with excellent communication and diagnostic skills.

As a senior technical support specialist, you will be required to lead a team of technicians to perform thorough product testing and evaluation, providing technical support and advisory to consumers and businesses in regards to any technical product enquiries.

Responsibilities:

• Conduct testing for new product/ software prior launching
• Provide repair, service and customer support during onsite visit
• Configuration of smart product setup
• Work independently to diagnose and troubleshoot any issues
• Record and update test report/ service report on a timely manner
• In-house repair and maintenance of PRISM+ product
• Support warehouse disposal activity
• Managing and leading a team of technicians in their daily activities
• Liaising with engineers to solve any technical fault
• Other duties as assigned

• Min 3 years of working experience as an onsite Technician or relevant experience working with smart home appliances product
• Singapore Class 3 driving license
• Willingness to perform overtime work when required
• Possess at least Primary/Secondary School/"O" Level, Professional Certificate/NITEC, Diploma/Advanced/Higher/Graduate Diploma in IT, Electronics or equivalent.

Location: On-site Client Office (Singapore)

This position requires you to be on-site, Monday - Friday

Salary: Up to 62000 SGD base + 10% performance bonus DOE & Geographic Location

A little bit about us:  

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale. 

About the Role:  

Applied Value Technologies is looking for a People Experiences - Sr Technical Support Specialist to join our Fulfillment team. In this role, you'll play a key part in supporting mission-critical applications for our internal customers, ensuring exceptional technical support, customer service, and timely issue resolution. As part of our Application Support organization, you'll need a versatile skill set to manage a broad range of applications within our client's Commerce Engineering products. We're seeking candidates who are passionate about technology, committed to outstanding customer service, and thrive in a fast-paced environment. Our clients, Fortune 100 technology companies, prioritize scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else. 

About You:

• Familiar with end-to-end Customer/IT support processes 
• Adjusts easily to new or changing circumstances.
• A collaborative utility player mentality (low ego) with a proactive sense of curiosity
• Focuses on achieving results that promote business success.
• Demonstrate proactive and professional communication skills with all stakeholders and partners
• Maintain a professional, adaptable, and respectful manner
• Provide high quality service to all users  

Responsibilities: 

• Handle and resolve complex customer issues that have been escalated from Level 1/Tier 1 support
• Utilize advanced troubleshooting techniques to diagnose and solve problems.
• Ensure issues are resolved within the agreed service level agreements (SLAs).
• Utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process.
• Use Salesforce Service Cloud to track, manage, and resolve customer cases.
• Communicate effectively with IT and business stakeholders to improve on the ground engagement with cross-functional partners
• Maintain accurate and detailed case records, ensuring all interactions and solutions are documented
• Generate and analyze reports to identify trends and areas for improvement
• Provide exceptional customer service and ensure a high level of customer satisfaction.
• Follow up with customers to ensure their issues are fully resolved and gather feedback.
• Work closely with other departments, including Level 3 support, engineering, and product management, to resolve complex issues.
• Escalate unresolved issues to appropriate teams and follow up to ensure timely resolution.
• Participate in regular team meetings and provide feedback on service improvements.
• Stay updated on the latest features and best practices of Salesforce Service Cloud.
• Suggest and implement process improvements to enhance efficiency and customer satisfaction.
• Participate in ongoing training and professional development opportunities.

Your Expertise:

• Bachelors in Information Technology, Business or a related field preferred
• 3-5 years of experience in application support, with a focus on cloud services, HCM recruiting and/or SaaS platforms
• 3+ years in a hands-on application production support role working on triage, troubleshooting, and coordination on HRIS / ATS systems
• Understanding of end-to-end HCM recruiting processes (Workday)
• Proficiency in using Service Cloud, CRM systems, and support ticketing systems
• Experience in other 3rd party CRM tools
• Understanding of cloud computing concepts and architectures and familiarity with APIs, integrations, and common web technologies.
• Knowledge of database management and querying.
• Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
• Experience operating with SLAs in a client-facing role in a production environment
• Ability to work effectively as part of a team and collaborate with other departments.
• Highly organized with the ability to manage multiple cases and tasks simultaneously.
• Ability to work in an onsite office setting 100% of the time
• Flexible to work on-call schedule on weekdays and occasionally on weekends

Preferred Qualifications: 

• Experience with case management, automation, and service analytics in Salesforce.
• Intermediate SQL skillset
• Strong familiarity with Workday HCM and Salesforce Service Cloud
• Experience with reporting and metrics
• Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)
• Salesforce Service Cloud Certification
• Workday HCM Certification

We’ve got you covered:

• Competitive salary + performance bonus
• Unlimited paid leave
• 100% employer - paid healthcare benefits (medical, dental vision)
• Sick leave accrual
• 100% paid parental leave - up to 16 weeks
• $1,200 Learning & development allowance (annually)
• $1,200 Health & Wellness allowance (annually)
• Employee referral program
• 401k match up to 4%
• 12 paid holidays annually

Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in Singapore and passing a complete background check.

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide Tier-3 Technical Support to customers and partners across JAPAC
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support 24x7 on an as-needed basis

Purpose:
The Systems Application Support associate will assist the Operations group in overseeing systems and applications, resolving software and solutions issues, and ensuring the operations environment is functional and operational. 

Essential Functions: 
•    Monitor & Respond to System Alerts
•    Troubleshoot and resolve Support Tickets as prioritized by the Platform Captains
•    Perform service restarts on servers
•    Analyze system logs for troubleshooting and identifying system improvements
•    Provide internal, cross-functional communication with Cardinal Customer Service(s) and production engineering to provide updates
•    Escalate issues internally as needed
•    Open & manage support tickets with third party vendors
•    Assist in setting up deployment and automation
•    Execute automated tests

Additional Responsibilities:
•    Other daily operations tasks as assigned 
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

To be responsible for Boutique’s overall day to day operations. Accountable for providing best customer experience, for pre and post selling of the products of the boutiques, for brand and product promotion and for making productive contribution by organizing, assigning and executing work to meet overall boutique objectives.

Maintenance of watches

• Provide inspection service in order to identify problems with watches.
• Receive clients’ watches and prepare complete technical estimates, including immediate estimates where possible, for services, operations and change of components.
• Complete simple interventions such as bracelet changes or adjustments, checks of waterproofness, timing accuracy and time setting.
• Ensure the follow up of the intervention of AP watches by analyzing daily report synchronized between the boutique and customer service department.
  • Estimates, approvals, pick-ups

 Customer Experience and Service & Business Development

• Respond to all boutique CS enquiries
  • Phone calls, voicemail, email
• Manage client relationships and client experience within the Boutique, providing top quality service, deadline management and effective complaints handling.
• Communicate the expectations of existing clients, managed through customer service experience linked to the triage, repair and maintenance of owned timepieces.

• Provide day-to-day support for Lotus Notes applications, ensuring optimal performance and reliability.
• Troubleshoot and resolve issues related to Lotus Formula, Lotus Script, and Java within the applications.
• Perform front-end and back-end coding tasks to enhance existing applications and develop new features.
• Utilize REST APIs for integration with other systems and services.
• Create and maintain comprehensive product documentation.
• Develop test cases and perform testing to ensure the quality and functionality of applications.
• Analyze reports and provide insights to improve application performance.
• Manage and prioritize support tickets using a ticketing system, ensuring timely resolution and user satisfaction.

Experience: 3+ years of experience in Lotus Notes application support.

Technical Skills:

• Proficient in Lotus Formula, Lotus Script, Java, and REST APIs.
• Familiarity with VB.NET and coding best practices.

Documentation Skills: Experience with product documentation, test case creation, and report analysis.

Tools: Proficient in SharePoint, Confluence, Jira, MS Word, PowerPoint, and Excel.

We are seeking an experienced Application Support Analyst with expertise in payments systems, specifically with SWIFT and ISO 20022 protocols. The successful candidate will play a key role in supporting mission-critical applications in a fast-paced financial services environment. You will collaborate with internal and external stakeholders, troubleshoot issues, and ensure the smooth operation of payment-related systems.

Provide Level 2/3 Support: Handle support requests and incidents related to payment processing applications, ensuring timely resolution of issues.

Payments Expertise: Work extensively with payment systems and messaging formats, including SWIFT (MT, MX), SEPA, CHAPS, and ISO 20022 standards.

System Monitoring & Troubleshooting: Proactively monitor the payment applications, identify performance bottlenecks, and troubleshoot system failures.

Incident & Problem Management: Ensure incident logs are maintained and followed through until resolution; engage in root cause analysis for recurrent issues and implement permanent fixes.

Collaboration with Development and Infrastructure Teams: Liaise with cross-functional teams to escalate and resolve issues as needed. Coordinate with the development team on bug fixes, patches, and enhancements.

Change & Release Management: Participate in the deployment of updates, patches, and configuration changes to payment applications. Ensure proper testing and minimal disruption during rollouts.

Compliance & Documentation: Ensure compliance with internal and external policies regarding security, risk management, and regulatory standards. Maintain detailed documentation on processes, workflows, and resolutions.

Stakeholder Communication: Provide regular updates and reports to business stakeholders on the status of incidents, maintenance activities, and application health.

Knowledge Transfer & Training: Share expertise and knowledge with other team members to build technical skills and increase understanding of payment systems across the support team

4+ years of experience in Application Support roles, specifically within the financial services/payments domain.

Proven experience with handling incidents and problem management in a payments environment.

Hands-on experience with SWIFT payment systems, including MT/MX messaging formats.

Strong understanding of ISO 20022 standards and their implementation in payment systems.

Experience with other payment processing systems (ACH, RTGS, etc.) is highly desirable.

Good Knowledge of SQL, Unix/Linux commands, and scripting for troubleshooting.

About us

Navarino is an innovative global technology company with offices in Greece, Norway, Germany, Cyprus, the United Kingdom, Hong Kong, USA and Singapore. We develop technology solutions for the shipping industry and are a leader in our sector. Our R&D and engineering departments focus on building and enriching our product portfolio, with specialized software and services that we develop in-house.

We pride ourselves on our people and culture. We encourage innovative thinking, teamwork, and excellence. Our committed people, our values and ways of working create a dynamic, professional, fun, and family-oriented environment which delivers high value and excellence to our customers.

What will you be doing?

We are looking for enthusiastic and creative technical support engineer to be part of our growing team. You will be a member of our After Sales Support team that provides five-star customer service and promotes this idea throughout the organization. The goal is to increase customer satisfaction, loyalty, retention and meet their expectations. Your main focus area will be to provide technical service-related after sales support to the customers for all our products and services, mainly in network and system related issues. You will also be responsible for monitoring the smooth operation of our products.

• Four-year degree in Computer Engineering, Telecommunications or equivalent

• Red Hat Certified System Administrator (RHCSA) or similar certificate (LFCS)
• Experience as a Linux System Engineer
• Solid knowledge of OSI Layer, TCP/IP networking, and firewall
• Fluent in English
• Fulfilled military obligations

Great to have

• At least one-year working experience at customer support
• Experience with VOIP and asterisk
• Shell scripting bash and/or python
• Experience with relational databases (PostgreSQL)
• Experience in Virtualization and Cluster technologies
• Experience in monitoring systems (Zabbix)

Beyond offering a working environment which values and supports people and their well-being, we at Navarino offer other benefits such as:

• An attractive financial package
• A generous bonus, announced yearly, based on overall company’s performance and your contributions to our team's success
• Excellent working conditions with a good work-life balance
• Personal development and training opportunities to build your professional growth, skills, and knowledge
• A working environment certified as a “Great Place to Work” for two consecutive years (2022 and 2023)

1. Within Miltenyi Biotec’s Global Technical Support Team, you join our group of global specialists supporting Miltenyi´s various product portfolios. You provide expert-level technical support, deliver product trainings, and support products along their complete lifecycle. 
2. You provide Technical Support to worldwide colleagues (sales, support and service), distributors and customers. This includes answering inquiries, providing application support, investigating and troubleshooting technical issues. You handle complaints in collaboration with other departments. You carefully document your support activities and also collect, analyze and communicate data required for analysis of product performance. You manage and maintain our product knowledge database.
3. You occasionally provide on-site support during customer demos, instrument installations or troubleshooting. 
4. You create, manage and deliver product training in-house and in the field worldwide. 
5. You support products by working with marketing, R&D and production during all stages of the product lifecycle. 
6. You take part in global projects to develop processes, tools and to launch new products.

1. Within Miltenyi Biotec’s Global Technical Support Team, you join our group of global specialists supporting Miltenyi´s various product portfolios. You provide expert-level technical support, deliver product trainings, and support products along their complete lifecycle. 
2. You provide Technical Support to worldwide colleagues (sales, support and service), distributors and customers. This includes answering inquiries, providing application support, investigating and troubleshooting technical issues. You handle complaints in collaboration with other departments. You carefully document your support activities and also collect, analyze and communicate data required for analysis of product performance. You manage and maintain our product knowledge database.
3. You occasionally provide on-site support during customer demos, instrument installations or troubleshooting. 
4. You create, manage and deliver product training in-house and in the field worldwide. 
5. You support products by working with marketing, R&D and production during all stages of the product lifecycle. 
6. You take part in global projects to develop processes, tools and to launch new products.

Company:

Sopra Steria is a listed European tech leader specializes in Consulting, Digital Service, and Software. We have 60,000 employees worldwide located in different regions (Europe, North America and Asia), whereby Singapore is the HQ for APAC. EvaGroup Asia Pacific is part of Sopra Steria I2S APAC, in charge of Infrastructure, Cloud and Cybersecurity services.

For this position, you will have the opportunity to work for one of our client - a Leading Investment Bank. To provide Application Production Support for worldwide Supply Chain and Trade Finance applications within Asia Pacific by being part of a dynamic team who is responsible in supporting a full range of applications and to ensure a stable and resilient Production environment for the business and operations.

Responsibilities:

• Be a team member of L2 Production Support team located across Singapore, Hong Kong and India to ensure 24/7 worldwide production support.
• Provide worldwide application production support for Trade Finance systems within Asia Pacific.
• Independently debug and propose resolution/work-around for complex production issues.
• Ensure root cause analysis is performed where necessary and manage resulting action items to completion.
• Coordinate across various teams to effectively manage production issues and maintenance activities.
• Respond to User Requests, Incidents and follow up on Problems in a timely manner.
• Ensure issues are reported, tracked, followed up and escalated timely.
• Resolve or coordinate the resolution of issues with other internal teams and / or vendor.
• Coordinate and follow up with Application Development teams to ensure permanent fix is prioritized, planned, and delivered.
• Communicate and provide status updates on issues to business users, management team and other stakeholders.
• Contribute to preventive system monitoring and alerting, where appropriate.
• Support Change Management process and application releases.
• Plan and Support Disaster Recovery Test, Live Play and Business Continuity activities.
• Support IT Security activities e.g. health checks after security patches.
• Support End-of-Day and End-of-Month overnight batch runs.
• Perform and coordinate regular maintenance activities.
• Document operation procedures, contribute to knowledge base and cross train other team members to build up functional and technical expertise.
• Analyze and challenge existing support processes to achieve continuous improvement.

Additional Responsibilities:

• Incidents resolution & Request Handling.
• Preventive maintenance.
• Pro-active actions / measures to limit corrective maintenance activities.
• Knowledgebase creation & maintenance

Requirements:

• Competent level of expertise in ORACLE PL/SQL.
• Good technical troubleshooting & debugging skills and familiarity with Unix/Linux commands
• Must possess a good understanding of JAVA/J2EE web-based applications including a good appreciation of the infrastructural setup required for such applications.

Technical (Advantage):

• Experience working with various technologies and tools e.g. Firewalls, AVI Load Balancer, Web Servers, Reverse Proxy (Apache), Single-Sign-On, Websphere, JBOSS, Tomcat, Tibco, Oracle database, MS SQL, SSRS, Java, OpenAPI, Linux, Windows, CFT, SFTP, MQ series, Autosys, Geneos, Dynatrace, Jenkins, etc.
• Good understanding of Security Practices and Cryptography, eg. CAs and PKI, Keys and Certificates, SSL/TLS, PGP, etc.
• ITSM tool: ServiceNow
• Database performance & SQL tuning experience is a plus.
• Experience with release and patch deployment, hands on experience of IBM WebSphere deployment is an advantage.

Functional:

• Good knowledge on Supply Chain and Trade Finance.
• Understanding and experience in ITIL concepts.
• Possess good analytical, problem-solving skills and self-motivated

Behavioural:

• Good team player with strong analytical, communication and interpersonal skills.
• Results and client oriented.
• Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately.
• Flexible to work in shift, weekend or public holiday and on-call support.

• Regular team buildings
• 18 leave days / year
• Health, Dental and Optical Insurance
• Annual bonus
• Working hours: from 9am to 6pm, Monday to Friday
• Training and certifications paths

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners
• T3-technical support role who will be handling escalations from front line and Tier 2 technical support teams within Palo Alto networks
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Preparing detailed RCA document for official submissions to customers
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Working with engineering on filling bugs and working with product teams on feature requests
• Working on Hot / Risk technical escalations from the region or other theaters 
• Lead case swarming and training sessions for frontline teams

Technical Support Specialist

Hybrid

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

WE ARE NUVEI.  Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service.   We are always looking for exceptional talent to join us on the journey!

Your mission

We are looking for a tech-savvy person interested in various aspects of the IT industry – DB administration, Networking, Development, Product Management, and FinTech in general to join our fast-growing Tech Support Team. The Technical Support Specialist acts as the trusted advisor to all Enterprise accounts and a strategic focal and escalation point for technical improvements, business requirements, and critical incidents that may arise. The Technical Support matrix manages our biggest client’s production technical issues, provides technical support, resolves merchant service inquiries, or offers additional forms of real-time problem-solving while coordinating requirements in cross-company collaborations. We need a person with critical thinking skills who can understand the payment process's logic. A person who can speak in technical language with non-technical people and explain business-related requirements to technical staff.

Responsibilities

* Acts as technical trusted advisor and becomes a knowledge-center about the company’s products, and a go-to person for technical queries - Becoming Nuvei brand and product expert.

* Technical Issues management, a focal point for technical queries by Enterprise clients.

* Focus on resolving customer concerns solely through Salesforce.

* Providing technical guidance to clients based on established SLAs without a constant supervision.

* Be proactive - anticipating Enterprise merchant’s needs (or problems) before they are aware of them or need to contact us for assistance.

* Guiding clients to correct use of Nuvei's products and services.

* Investigating errors and logs and providing in-depth analysis for both clients and internal departments.

* Collecting and analyzing client requirements and translating them to Product requirements.

* Escalating technical complaints and incidents affecting the company's customers and services to the product owners internally.

* Working with relevant stakeholders and in parallel with many internal teams.

• Minimum 3 years of experience
• Hands on technical support experience or technical support in Payments/Fintech industry (ecommerce gaming, travel and retail).
• Knowledge using REST API and SDK
• Technical background - analyzing and producing reports, investigating logs, basic programming or web development skills, communication protocols (client-server, server-to-server, etc.) - IP, HTTP, SQL, etc.
• Fast learner, multi-tasker, and tech-oriented.
• Excellent time management and prioritization skills.
• Experience in technical customer support or 24/7 NOC in the high-tech industry.
• Experience in Product / Technical Support, or former involvement in support of Enterprise/Premium accounts.
• Available to work under stress and pressure coming from clients and senior management.
• Great interpersonal and communication skills.
• Problem-solving skills and ability to analyze complex schemes.
• Availability to work on shifts (on some occasions) or take a weekend shift when needed.
• Business level of English (B2)
• We are looking for AAA person to join our A-Team, you must be Autodidact, Accountable and Amazing - join us to lead the future of payments.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you. 

Benefits

• 2.5 additional days off each quarter, should the company achieve its quarterly targets
• Health insurance

Working Language

• English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Essential Functions

• Support and advocate for Visa clients comprised of financial institutions and vendors
• Properly escalate incidents promptly per support guidelines and procedures
• Proactively monitor, recognize, analyze, isolate, and resolve VOCC outages utilizing a variety of tools and techniques
• Internal and External Bridge Stewardship in support of timely resolution of internal and client-facing issues
• Work simultaneously and independently on multiple platforms
• Assess the impact of incidents and author communication for distribution to appropriate recipients within set time frames without guidance
• Support scheduled changes

Work Hours: This position requires the candidate to work 12 hours shift work during the day (with a 2 weeks rotation). When scheduled, the staff would be required to work on weekends and public holidays.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Job Description

We are seeking a dedicated and technically proficient individual to join our team. The ideal candidate will have a keen understanding of systems, networks, and applications, and will be responsible for monitoring and maintaining them to ensure optimal performance.

Responsibilities

1. Technical Proficiency: Monitor and maintain systems, networks, and applications. Troubleshoot issues and find solutions quickly. Use monitoring tools to track and analyze system performance over time.

2. Analytical Skills: Pay close attention to detail when observing large amounts of data. Identify small changes or inconsistencies that could indicate larger problems. Analyze, troubleshoot and solve issues quickly and effectively.

3. Problem-Solving Skills: Once an issue is identified, troubleshoot and resolve it. Manage incidents, address application, system, network issues. Coordinate change management tasks with multiple teams. Prioritize and balance tasks and handle multiple issues at once.

4. ITIL Knowledge: Understand ITIL processes and procedures for managing the IT service lifecycle. Ensure alignment with business needs and maintain service quality.

5. Communication Skills: Communicate effectively with team members, other departments, and clients. Document network configuration, changes and troubleshoot steps.

6. Time Management: Resolve incidents in a timely manner.

The Work itself:

As a member of Global Network Operations Centre (GNOC) team, the Associate/Specialist is the in-shift detection, notification and escalation point for network issues. They have the primary responsibility for managing and responding to Network, Hardware and external client and circuit events which may result in impaired connectivity to our clients and internal business. The position requires an in-depth understanding of how logical and physical connectivity issues can affect transaction quality of Visa Client. You will be able to explore many latest technologies that support the Visa Operations, such as Cloud, SASI Network, many other Payment products, and services.

Essential Functions

The Skills You Bring:

• Understanding of customer topology and potential work-around scenarios to mitigate client impact.

• Modify and create work instructions or Recipes to prepare for similar impacting events and allow for a quicker response. Constantly review work instructions for accuracy and solicit improvements through second level support groups.   

• Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per documented process.

• Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.

• Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.

• Use sound judgment in determining incident priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements. Proper escalation to support groups based on criticality and exposure.

• In-depth understanding of all Visa proprietary as well as industry standard tools to support monitoring and response for client and Visa brand issues.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Responsibilities:

• Provide sales support and coordination for the automotive sales team.
• Assist with order processing, tracking, and fulfillment.
• Coordinate with internal teams to ensure timely delivery of products to customers.
• Prepare sales quotations and proposals.
• Handle customer inquiries and provide product information.
• Monitor and maintain accurate sales records and customer databases.
• Track sales activities, forecasts, and targets.
• Assist in identifying new business opportunities and developing sales strategies.
• Collaborate with the marketing team to support sales campaigns and promotions.
• Provide administrative assistance to the sales team as needed.

• Minimum GCE 'O' Levels or equivalent.
• Prior experience in sales support or customer service role, preferably in the automotive industry.
• Knowledge of automotive products, parts, and industry terminology.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office applications.
• Attention to detail and accuracy in data entry and documentation.
• Ability to work in a fast-paced and dynamic environment.
• Positive attitude and a willingness to learn.

Interested candidates who wish to apply for the advertised position, please send in your resume to [email protected].

EA License No: 13C6305

Reg. No.: R1654399

For candidate who applied for the advertised position is deemed to have consented to us that we may collect, use or disclose your personal information for purpose in connection with the services provided by us.

This role will provide all aspects of escalations technical support for Applied Materials CMP installed base of tool technologies. It will be responsible for enhancing tool performance through remote and on-site escalations support to Customer Engineers, technicians, and other product focused personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment. It will also provide support for other customer technical issues related to equipment, programs, installations, and upgrades.

The role will respond to situations where first-line product support needs additional help to isolate or fix problems in malfunctioning equipment. Specific duties will include:

• Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information
• Explains difficult or sensitive information; works to build consensus
• Interprets internal/external business challenges and recommends best practices to improve products, processes or services
• Communicates difficult concepts and negotiates with others to adopt a different point of view
• Use/Proficiency of internal systems (FSS/Digital Tools) to mine and analyze tool specific data
• Enhances local team product technical knowledge by frequent knowledge transfer and ensures field implementation
• Creates documentation for field use (TLLs)
• Presents at customer level; creates presentations at the engineering level for delivery to customers on system upgrades, support plans, technical demonstrations (new part introductions)
• 200mm CMP product knowledge a plus

• CE3-CE5 with strong understanding of CMP fundamentals, communication skills

• Proficient in English language both written and verbal
• Bachelor degree or equivalent experience in a technical field (Electrical Engineering, Mechanical Engineering, Chemical Engineering or a related discipline)
• + 5 years of experience with Applied Materials CMP products or similar

Qualifications

Education:

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Additional Information

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Travel:

Relocation Eligible:

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law. 

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners
• Provide technical services include writing scripts, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support for weekend and public holiday on an as needed basis

Team Summary

Cybersource, a Visa company, is a global leader in eCommerce payment management. Cybersource was one of the world's first payment gateways, connecting online merchants to payment networks, including Visa. Today, Cybersource offers a full-service payment management platform for eCommerce merchants, combining global payment processing, fraud management and payment security systems.

The Tech Support Analyst team is a global Level 2 Client Services function within Cybersource. It carries responsibility for investigating and solving Cybersource product queries submitted by the client (Direct/Channel Reseller, the global Level 1 team, and other internal stakeholders). The role liaises regularly with numerous departments internally example: Account Management, Pre-Sales, Technical Account Manager, Back-Office teams to name a few.

What an Associate, Tech Support Analyst does at Visa:

The Tech Support Analyst team is a Tier 2 Client Services team tasked with supporting and assisting online and point of sale merchants, acquiring banks and partners using all Cybersource Enterprise products and services. The candidate will be responsible for providing web support, direct phone, and email to our clients. These will include assisting new and existing clients with setup of Cybersource’s digital/online payment services, educating client on the use of our enterprise business center, reports and continuing to resolve any hurdle the client might face during the interaction with the Support Analyst.

The candidate will work with other teams inside and outside the Client Service organization, provide product training, and interface with customers on a regular basis. Work streams covered by this role are scheduled, proactive & reactive in nature making this one of the most varied & flexible roles within the company. The role carries implicit leadership principle, so whilst there is no management of staff, the candidate will be required to work independently, flag concern, display accurate interpretation and response as a world class client services organization.

In this role, you are expected to:

• Accurately Interpret and response client queries on Cybersource Product and services
• Troubleshoot, replicate, and escalate product and services concern with Level 3 teams
• Using processing driven methodology
• Provide excellence client service standard
• Enter pertinent case data into CRM to track progress
• Liaise with appropriate internal teams and external parties to resolve outstanding client issues with Cybersource’s products and services
• Maintain expert knowledge of Cybersource products and services through training and self-study
• Own and maintain internal process documentation and Knowledge Base articles
• Configure internal systems to enable effective processing for clients using our services
• Offer knowledge sharing and internal support to local / global team

Why this is important to Visa?

The Level 2 function within Cybersource is a crucial client facing role in ensuring that various stakeholders are aware of challenges faced by the front-line teams and how these relate our products and requirements within an ever-changing landscape.

The function serves to display the wealth of product knowledge to our clients and our understanding on how we can help support their businesses.

Projects you will be a part of:

This role will involve process improvement and ad-hoc project assigned by the management team. The goals of these project are to improve and enhance service level targets.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.