Job Description

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KEY RESPONSIBILITIES (JOB INVENTORIES)

• Technical Support

• Responding to customers inquiries and technical issues related to the monitoring software product including communication cards. This can involve assisting with installation, configuration, usage, and problem-solving.
• Monitor support mailbox on a regular basis and respond promptly to customer enquiries and technical issues within SLAs.
• Identifying the root causes of software-related problems reported by users and providing effective solutions or workarounds. This may involve diagnosing software bugs, compatibility issues, or user errors.
• Communicating with users in a clear and concise manner, adapting own communication style to suit the technical proficiency of the user. Being patient and empathetic while interacting with users who may have varying levels of technical expertise.
• Using remote support tools to access customers\' systems and diagnose issues with the users.
• Escalating complex or unresolved issues to higher levels of technical support or development teams and ensuring timely communication to users about the progress of their cases.
• Prioritizing customer satisfaction by actively listening to user feedback, taking their suggestions into consideration, and going the extra mile to ensure their issues are resolved.
• Document and submit customer software features enhancement requests to product and engineering team for review. Communicate to customers about the request timeline and status.
• Technical Enablement

• Document support cases, issues, solutions, and frequently asked questions to build a knowledge base that can be used by both support team members and users seeking self-help.
• Conduct technical enablement on product demo and proof of concept sessions on software product to internal and external stakeholders.
• Continuous Learning

• Staying up-to-date with the latest features, updates, and technologies related to the software product. This helps in providing accurate and relevant support to customers.
• Collaboration

• Work with engineering to replicate reported issues, communicate updates to customers, and ensure timely resolutions.
• Collaborating with other teams within the organization, such as engineering, and product management, to communicate customers feedback and contribute to the improvement of the software product.
• Reporting

• Communicate status updates, achievements, and challenges to reporting manager and stakeholders.
• Provide regular management reports on technical support performance and impact.

ADDITIONAL RESPONSIBILITIES

• Develop software communication drivers including testing and debugging and resolve any issues promptly.

INTERACTIONS:

• Channel & Global Service in NAM, EMEA, ASI - both internal and eco-systems (Strong)
• Product and Solution Group (Medium)
• Core Software Engineering & Customer Support Group (Medium)
• Vertical Sales Group - internal (Low)

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED (Capacity Worksheet):

• Computational Capacity

• Strong experience providing technical support to customers.
• Good experience of Networking such as DNS, DHCP, TCP/IP, and routing.
• Sound IT and Critical Infrastructure technical and application knowledge.
• Good experience in implementation of complex, multi-tier distributed software applications.
• Good hands-on experience in object-oriented design and application development using C, C++, Java, and Shell Scripting languages and programming.
• Good experience with real-time monitoring systems.
• Interpersonal Capacity

• Positive attitude & can-do attitude to overcome various execution challenges.
• Highly adaptable to different country business culture.
• Strong organizational skills for multitasking across time zones.
• Willing to work overtime if required to support global customers.
• Excellent verbal communication, listening and presentation skills.
• Passionate for success.
• Strong desire to make significant contribution to a rapidly growing organisation.
• Supervision Capacity

• Ability to work independently with minimal supervision.
• Ability to work under pressure and tight deadlines.
• Analytical Capacity

• Good technical trouble-shooting and analytic skills.
• Physical Capacity

• Ability to assist team in setting up systems when required.
• Language Capacity

• Bilingual proficiency in Mandarin and English in professional speaking and writing to support global customer.

EDUCATION AND EXPERIENCE:

• Higher Diploma / Bachelor of in Science, Engineering, Computer Science or its equivalent
• Experience in a MNC organization with matrix reporting
• 3-5 years of professional experience IT/Datacenter PS deliveries and at least 2 of the following roles: IT administration, networking, technical sales, customer support, service deliveries, datacenter consulting.
• Bilingual proficiency in Mandarin and English.
• Strong experience providing technical support to customers.
• Good experience of Networking such as DNS, DHCP, TCP/IP and routing
• Sound IT and Critical Infrastructure technical and application knowledge
• Good experience in implementation of complex, multi-tier distributed software applications.
• good hands on experience in object-oriented design and application development using C, C++, Java and Shell Scripting languages and programming.
• Good experience with real-time monitoring systems.

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