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Full-time
associate degree, bachelor degree
Posted 5d ago
~40 hrs/week
Responsibilities
Provide Level 1 and Level 2 technical support to clients while collaborating with R&D and QA teams to resolve bugs. Manage the full lifecycle of customer issues, including deep-dive analysis, SLA compliance, and the creation of user manuals.
Requirements
Requires a Diploma or Bachelor's degree in IT or Computer Science with preferably over one year of experience in large-scale application support. Candidates should possess strong analytical skills and the ability to communicate professionally with diverse stakeholders, including Mandarin-speaking clients.
Full job description
Overview
We are seeking bright and friendly individuals with excellent communication skills, willingness to learn and apply new technology and a track record for providing great customer service. You will have opportunities to work in a variety of challenging IT environments to quickly build up your IT and communication skills.
What will you be doing?
As a Support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in bug fixing.
Your responsibilities will include:
Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.
Ensure customer satisfaction in Project Support and Maintenance
Collect information and perform deep-dive analysis, diagnosis, and troubleshoot.
Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed.
Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
Continually evaluate existing processes to streamline and enhance customer support activities.
Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems.
OK, I’m interested… is this the job for me?
We look for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.
Other qualities that you’ll need to be a fit for this role include:
Min Diploma in Information Technology/Computer Science/ Computer Engineering
Preferably > 1 year experience in IT Industry managing large-scale applications support
Pro-active, customer-focused, and comfortable dealing with clients/vendors directly.
Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey
Good interpersonal skills, resourceful, take ownership
Organized, meticulous, and able to work independently
Strong analytical and troubleshooting skills
Delivered B2B services effectively and efficiently, aware of service management preferred.
Preference given to vendor–based software delivery experiences.
Experience in Software Development and Microsoft SQL Server will be an advantage
Able to converse with mandarin speaking clients.
Education: Bachelor's degree or above.
Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.
Related keywords
IT SupportL1 SupportL2 SupportMicrosoft SQL ServerSoftware DevelopmentSLARoot Cause AnalysisB2BDigital TransformationApplication SupportUser ManualsRelease NotesBug FixingQuality AssuranceTechnical Troubleshooting
AvePoint is the unifying Trust Layer for AI. AvePoint enables more than 28,000 organizations and 6,000 channel partners to protect, secure, and govern their entire AI estate across data, infrastructure, AI and agents for Microsoft, Google, Salesforce, and other leading cloud environments — so that enterprises can deploy AI with confidence and scale innovation without scaling risk. To learn more, visit www.avepoint.com.
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