Technical Services and Support Specialist

Reports to Country Manager

Key Responsibilities:

  • Evaluate and identify opportunities to drive customer experience improvements that positively impact our customers’ experience.
  • Manage and administer ticketing/chat systems and proactively manage the day-to-day issues raised by users globally.
  • Collaborate with internal cross-functional teams (e.g. Business Process, Product, Engineering
    etc.), partners, and vendor(s)
  • Proactively monitor supported systems and platforms to ensure they are operational and performant
  • Contribute to the team workload by accomplishing related tasks to achieve key results as required.
  • Document troubleshooting methodology, information, analyzes facts/conditions regarding the support issue, and creates coaching materials/technical materials.
  • Lead or participate in management of incidents, requests and problems, request fulfilment and problem resolution and escalation activities, and perform root cause analysis.
  • Participate in partner/ vendor management activities associated with the ongoing maintenance, support and enhancement of Lupl’s systems and related services.
  • Participate in strategic and tactical planning of business-driven initiatives.
Department: Tech
Project Location(s): Raffles Place
Education: -
Compensation: S$5,500 to $8,000

Requirements

  • Minimum 2+ years of proven success delivering high-quality support directly to customers.
  • Possess high drive, ambition, a desire to learn, and great positive attitude.
  • Excellent communication skills: written, verbal, one-to-one, group, formal presentations.
  • Able to produce well-structured and clear customer- facing documentation and reports.
  • Provide excellent customer service skills – hugely responsive internally and to customers.
  • Experience with Cloud/SaaS software products is highly desired.
  • Ability to operate independently in a highly ambiguous and fast-paced environment.
  • Experience working in or with law firms, legal operations, arbitration, or legal service providers
    is advantageous but not mandatory.
  • Experience at a growth stage SaaS company is advantageous but not mandatory.

Other Information

  • Working Days/Hours: Mon to Fri, 9am to 6pm
  • Location: Raffles Place
  • Industry: Tech
  • Basic Salary: S$5.5K to $8K

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