Senior Support Manager- SD

at  TOSSEX PTE LTD

Singapore, Southeast, Singapore -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate21 Nov, 2024USD 7000 Monthly23 Aug, 20242 year(s) or aboveAzure,Java,Customer Service,Team Management,Sql ServerNoNo
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Description:

Context of the role:
Reporting to the Support Director, the Support Manager is responsible for executing day-to-day onboarding and
support of clients.
Key Responsibilities:

Define Company Procedures

  • Own the support and incident management procedures in line with industry standards (ITIL etc)

Onboard Customers

  • Complete the onboarding journey including, education, training, technical set-up, invoicing setup, etc
  • Provide white glove support during key phases after Go Live to ensure a high customer experience.
  • Working with the sales team, continually adapt and improve the onboarding process to maximise

customer satisfaction.

Operate the Support Desk

  • Implement and oversee a 24*7 global support desk and team to resolve client issues.
  • Support application troubleshooting and liaise with 3rd party solution development and hosting

providers to resolve issues.

  • Collect client input on access and usage of platform features and issues to pre-empt issues and steer

development team.

  • Work with your team to allocate shifts to meet SLAs
  • Work with product teams to review upcoming changes and assess customer impact.

Own SLAs Customer Satisfaction

  • Measure and track support SLAs and customer satisfaction
  • Be empowered to drive change throughout the organisation to achieve defined goals.

Job requirements

  • Minimum of 3 years in technology/software service management managing a team
  • Strong technical skills (Java, Sprint, React, Azure, SQL Server)
  • Individual with strong problem-solving skills and excellent customer service
  • Proven ownership of processes and team management to meet SLAs
  • Hands-on experience in technical support and incident management with any certifications a plus (eg

Responsibilities:

Please refer the Job description for details


REQUIREMENT SUMMARY

Min:2.0Max:7.0 year(s)

Information Technology/IT

IT - Hardware / Telecom / Technical Staff / Support

IT

Graduate

Proficient

1

Singapore, Singapore