Total 3 job vacancies by Sql View Pte Ltd

We are seeking a motivated and organized Help Desk Team Lead to oversee a team of 3-4 technical support specialists. This role offers the opportunity to lead a dynamic team while contributing your own technical expertise to ensure exceptional customer service.

Responsibilities:

Team Leadership:

• Supervise and mentor a team of 3-4 helpdesk and technical support staff.
• Delegate tasks, provide coaching, and conduct performance reviews.
• Foster a collaborative and supportive team environment.

Technical Support:

• Resolve complex technical issues when necessary, working alongside the technical support team.

Ticket Management:

• Oversee the efficient closure of customer tickets, ensuring timely resolution.
• Prioritize and assign tickets to team members based on expertise and workload.
• Track key performance indicators (KPIs) related to ticket resolution times and customer satisfaction.

Communication & Collaboration:

• Act as a liaison between the helpdesk team and the product development team.
• Effectively communicate technical issues and customer feedback to the product team.
• Provide clear and concise updates to customers regarding their support tickets.

Qualifications:

• Minimum 2 years of experience in a technical support or helpdesk environment.
• Proven ability to lead and motivate a team.
• Excellent problem-solving and analytical skills.
• Strong communication, interpersonal, and organizational skills.
• Proficiency in relevant technical support tools and ticketing systems.
• Ability to work independently and as part of a team.

The Technical Support Consultant is a critical member of the Customer Success team. The Technical Support Consultant will need to interact with fellow Helpdesk team members, Release Managers, technical service consultants and other members such as business development manager, product specialist and development lead when needed.

The Technical Support Consultant shall be responsible for the following:

• On-site support for KRIS on-premise updates and patches including security updates;
• On-site support for Buildfolio on-premise updates and patches including security updates;
• To perform maintenance works as required by the company; and
• To perform works as required under Helpdesk as well as under Customer Success Team.

The Technical Support Consultant also proposes and carry out better support solutions using SQL View’s products to ensure customers successfully achieve their desired objectives.

Knowing that the primary objective is customer success, and teamwork is critical to serving our customer, the job will require the Technical Support Consultant to:

• Know the customers well, including understanding the customer's desired success results, challenges, and business environment.
• Build and maintain good and collaborative working relationships with customers, colleagues and partners.
• Be technically competent to provide our best solution and sincere advice.
• Self-motivated with a high capacity to continuously learn and update your competency according to the company’s needs.
• Able to communicate well with customers and colleagues.
• Creative and innovate to conceive your best solution and your best effort for our customers.
• Have fun.

Requirements

• Good understanding of computer systems
• Ability to diagnose and resolve basic technical issues
• Able to work as a contributing member of a team.
• Act with competency, honesty, and integrity.
• Proficiency in English and able to converse in Mandarin.
• Excellent communication skills
• Customer-oriented and cool-tempered
• Degree in IT, Computer Science or relevant field
• Experience in Java, SQL.
• Minimum 1 years related experience in the same field with relevant certifications.
• Software development or implementation skills such as SQL, Java and .NET would be an advantage.
• Business know-how in ECM or Property industry would be an advantage.

Responsibilities:

• Manage source control, including code review and merging
• Perform Unit and QA testing
• Manage and perform deployment or installation at customer site
• Manage and prepare technical documents for projects or upon customer requests
• Provide mentorship and guidance to the team members.
• Provide Software development technology consulting to customers and internal project team

Technical Requirement

• A relevant university degree with at least 4 years of proven working experience.
• Proficient in Java8, Java11, HTML, CSS, JavaScript, SQL, Stored Procedure, DB Functions, with JSP knowledge is a plus
• Experience on server-side installation, including Windows Server, Linux, Wildfly/JBoss, IIS, SQL Server
• Familiar with source control tools such as BitBucket and SVN
• Experience in Project Team Lead
• Excellent verbal and written communication skills.