Technical Support Officer, SGN (1 year contract)

at  EDB Singapore

[What the role is]
The Singapore Global Network (SGN) is a division in the Economic Development Board tasked to re-energise Singapore’s efforts in building a strong and extensive ecosystem of overseas Family, Friends, Fans (3F) for Singapore. SGN leads the Whole-Of-Government effort to coordinate across agencies and strengthen our collective networks whose skills, affinity and influence could help build linkages to global business and talent communities, and enhance the international mindshare of Singapore as a leading globally-connected city.
[What you will be working on]
Responsibilities
We are looking for a customer-focused and driven individual to join our Digital Products team as a Level 1 Technical Support officer. You will be the first point of contact for our internal and external customers experiencing technical issues across our range of digital products. You will be required to provide timely assistance and resolution, while maintaining a strong focus on customer experience and satisfaction.

The responsibilities include:

• Provide technical support to end users on various technical issues and problems relating to software that is used by internal and external customers. This includes our Customer Relationship Management System, Event Management System, data analytical tools like Tableau, and other customer-serving SaaS products like HiveBrite and WordPress.
• Respond, document, resolve or escalate incidents, change request or service tickets in a timely manner in accordance to established Service Level Agreements.
• Uphold the service level requirements and strive for continuous service improvement by providing quality technical support to end users. This would also include gathering customer feedback and insights to identify recurring issues and areas for improvements in products and services.
• Contribute to the creation and maintenance of a knowledge base that would comprise self-service resources for customers to resolve simple technical issues independently. This would include documentation of common issues and their resolutions.
• Support the various System Administrators with administrative activities, which could include user Onboarding/ Offboarding, generating reports on user activities and database management activities such as data cleaning, uploading/patching.

[What we are looking for]
Requirements

The role requires good interpersonal and communication skills, technical knowledge, and passion to help others navigate through digital adoption. Resourcefulness, integrity, drive, and a good team player are also must-haves. Some combination of the following would help for favourable consideration:

• Diploma from a recognized polytechnic (preferable IT related)
• Prior experience in technical support and usage of ticketing systems
• Good experience in Salesforce or related CRM systems
• Demonstrated customer service mind-set and ability to engage multiple stakeholders
• Resourceful, adaptable and able to work with minimal supervision. Proactive and self-motivated with the ability to focus on priorities and deliver in a fast-paced environment
• Display sound judgement when making decisions and demonstrate initiative to take action
• Strong interest in technology and with experience dealing with SaaS products
• Internet-savvy and proficient in using MS Office, especially Outlook, Word, Power Point and Excel
• Curious, inquisitive, keen and quick to learn, and generous and patient to share knowledge with internal and external customers
• Able to work onsite
• Singaporean

The responsibilities include:

• Provide technical support to end users on various technical issues and problems relating to software that is used by internal and external customers. This includes our Customer Relationship Management System, Event Management System, data analytical tools like Tableau, and other customer-serving SaaS products like HiveBrite and WordPress.
• Respond, document, resolve or escalate incidents, change request or service tickets in a timely manner in accordance to established Service Level Agreements.
• Uphold the service level requirements and strive for continuous service improvement by providing quality technical support to end users. This would also include gathering customer feedback and insights to identify recurring issues and areas for improvements in products and services.
• Contribute to the creation and maintenance of a knowledge base that would comprise self-service resources for customers to resolve simple technical issues independently. This would include documentation of common issues and their resolutions.
• Support the various System Administrators with administrative activities, which could include user Onboarding/ Offboarding, generating reports on user activities and database management activities such as data cleaning, uploading/patching

The role requires good interpersonal and communication skills, technical knowledge, and passion to help others navigate through digital adoption. Resourcefulness, integrity, drive, and a good team player are also must-haves. Some combination of the following would help for favourable consideration:

• Diploma from a recognized polytechnic (preferable IT related)
• Prior experience in technical support and usage of ticketing systems
• Good experience in Salesforce or related CRM systems
• Demonstrated customer service mind-set and ability to engage multiple stakeholders
• Resourceful, adaptable and able to work with minimal supervision. Proactive and self-motivated with the ability to focus on priorities and deliver in a fast-paced environment
• Display sound judgement when making decisions and demonstrate initiative to take action
• Strong interest in technology and with experience dealing with SaaS products
• Internet-savvy and proficient in using MS Office, especially Outlook, Word, Power Point and Excel
• Curious, inquisitive, keen and quick to learn, and generous and patient to share knowledge with internal and external customers
• Able to work onsite
• Singaporea