Role Overview:
Our client is looking for a Technical Support Specialist to join our team in Singapore. In this role, you will be at the forefront of our Electronic Shipping Solutions (ESS), helping customers integrate and maximize the benefits of our solutions. You will be responsible for delivering technical support, managing deployment projects, and driving continuous improvements in the adoption and success of our client's ESS.
Key Responsibilities:
Customer Engagement:
- Deliver engaging presentations to customers, showcasing the benefits of Electronic Shipping Solutions (ESS).
- Assist customers with onboarding and guide them through the implementation of ESS.
- Provide on-site and remote technical support to resolve issues and queries related to ESS.
Technical Support & Escalation:
- Act as a technical escalation point, resolving complex issues related to ESS.
- Ensure all solutions are configured and maintained according to IT policies, including version control and label format management.
Project Deployment:
- Proactively plan and manage the deployment of ESS, ensuring timelines and targets are met.
- Collaborate with the commercial and project teams to ensure successful ESS implementations.
Continuous Improvement & Innovation:
- Contribute to the continuous improvement of our solutions and processes, driving efficiency and customer satisfaction.
- Collaborate on various initiatives aimed at improving ESS services.
Customer Facing IT Helpdesk Support (Backup Role):
- Provide backup support for the Customer Facing IT Helpdesk, assisting with ESS-related queries and problems.
Key Performance Indicators (KPIs):
- Achievement of customer-facing IT objectives and deployment timelines for eCommerce tools.
- Meeting country and regional targets for ESS implementations.
- Timely and accurate reporting on project progress and performance.
Qualifications & Requirements:
Educational Requirements:
- Degree in Information Services or equivalent.
Experience:
- Minimum 2 years of experience in IT customer support, with a preference for candidates with experience in the eCommerce industry.
- Senior-level candidates should have 4-5 years of experience in a similar IT support role.
- Fresh Graduates are also welcome to apply
Technical Skills:
- Excellent IT skills with a strong understanding of eCommerce technology.
- Proficient in software tools (Word, Excel, PowerPoint)
- Strong analytical, organizational, and technical troubleshooting skills.
- Basic coding skills
Soft Skills:
- Strong presentation, communication (both spoken and written), and negotiation skills.
- Proven ability to influence decisions and work collaboratively across teams.
- Ability to manage multiple priorities and work effectively under pressure.
Competencies & Leadership Traits:
- Results Orientation: Demonstrates focus on achieving goals, overcoming obstacles, and delivering measurable results.
- Teamwork: Collaborates effectively with others to achieve shared goals and objectives.
- Adaptability: Remains optimistic and resilient in the face of challenges, managing uncertainty and change positively.
- Communication: Provides clear, concise, and timely information to internal and external stakeholders.
- Accountability: Acts with integrity, taking responsibility for actions and commitments.
Career Development:
- Next Steps: Possible career growth opportunities include roles such as Program Manager, Integration & Solutions or Project Manager.
- Feeder Roles: Candidates with technical support experience or a background in eCommerce-related IT services will be ideal for this position.
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We wish you all the best in your career search.
EA Personnel Name: Jess Clarke
EA Personnel No: R24123918
EA License No: 03C5577
