Total 4 job vacancies by Agape, Connecting People Pte. Ltd.

• Installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face, to ensure seamless support to daily ops;
• Managing the issues or changes required, such as forgotten passwords, viruses or email issues;
• Monitoring and maintaining the computer systems and networks within an organization;
• Running diagnostic software to resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems;
• Troubleshooting basic hardware issues;
• Gathering important information from end-user (agents) and operation managers to identify non-routine problems and collaborate to IT department for resolution;
• Responsible in preparing reports required by the IT department including equipment inventory and other diagnostic and audit reports;
• Any other tasks which are related to level-one IT troubleshooting to ensure the smooth delivery of operations in cluster;
• Other scope/tasks as assigned by authorized personnel of Agape.

• Coaching, guiding, counselling and other employment supportive role
• To answer all enquiries with regards to the training & job placement programme.
• To contact potential interns to determine their skill level, industry experience and training needs, and determine if they qualify for the training & job placement programme.
• Assist with enrolment into the training & job placement program to enhance job readiness and employability.
• Assist candidates with job applications and interview process.
• Liaise with employers and gather feedback to aid in maintaining successful employment.
• Input and maintain candidates’ personal information and progress, business and referral information in the system.
• Part of the BD team in business expansion and growth tasks and activities
• Handle job placement enquiries and does job coaching and mentoring of candidates who have been successfully job placed
• Responsible for retention in the training programme
• Raise awareness of Agape’s training programmes with organisations
• Oversee initial onboarding of new learners into the training programme
• Responsible for monthly appraisals with learners
• Attend to, handle and or settle all grievances, feedback, other setbacks and issues in the best interest of all parties (learners, clients, staff members, authorities, training providers and other related stakeholders).
• Other assignments as tasked by supervisor/s

Job Summary:

We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Specialist. As a vital member of our team, you will be responsible for promptly addressing customer issues and providing excellent support while also playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional communication skills, a strong technical background, and a passion for delivering outstanding customer experiences.

Responsibilities:

• Provide support for all technical queries from customers related to Toku’s product platform via ITSM and other asynchronous channels. • Collaborate with cross-functional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback. • Own the customer experience and work to exceed their expectations. • Identify recurring issues and propose solutions or escalate them to prevent or minimize future occurrences. • Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability. • Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques. • Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience. • Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system. • Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs. • Proactively stay well-informed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members

Requirements:

• The capability to evaluate and focus on in-depth problem analysis of Toku’s products and their integration into enterprise-wide mixed environments, as well as replicate and detail for referral to Senior Support where required • Familiarity with basic features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have • Working experience with the following: Help Center/knowledge bases, Microsoft Teams is an advantage. • At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment. • Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner. RESTRICTED • Empathetic and patient approach when dealing with customers, ensuring a positive and professional customer experience. • Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously. • Familiarity with CRM software and support ticketing systems; Zendesk is a plus. • Ability to work independently and collaboratively within a team, demonstrating a proactive and self-motivated attitude. • Ability to work shifting schedules

• Manage the performance and service quality of the CCS.

• Ensure that all CCS under TL’s supervision is well trained and ensure that CCS are providing accurate and timely responses.

• Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.

• Performs quality audit checks on the CCS handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources.

• Train CCS based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CCS are provided with accurate information.

• Take ownership of team results, understand developmental needs, and provide support to the team.

• Work with respective stakeholders to ensure that all information is being cascaded accurately.

• Monitor the arrival pattern and highlight to the client in the event of any increase in queries.

• Conduct regular audits to ensure the quality of CCS appointed for the programme.

• Support and guide the CCS in their proficiency and knowledge of the programme.

• Provide assistance to CCS for complex cases and to communicate with the Ptcp/MoP whenever necessary.

• Provide feedback and recommendations on service delivery to the client.

Requirements:

• Ability to train the CCS on systems and programme-related information

• Self-driven with excellent interpersonal and communication skills

• Good communication skills in English

• Proficiency in other languages/dialects may be required depending on programme requirements

• Proficient in Microsoft Excel applications

• Ability to take the initiative, work independently, and accomplish tasks with minimal supervision

• Ability to work shifts, weekends, and public holidays when required

Ability to handle difficult interactions in a professional manner

• Possess Diploma qualification or above

• At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions