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*Referrals are greatly appreciated*
By sending us your personal data and curriculum vitae (CV), you are deemed to consent to Morgan Mckinley Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.morganmckinley.com/sg/privacy-policy. You acknowledge that you have read, understood, and agree with the Privacy Policy.
Morgan McKinley Pte Ltd
Ramitha Ravindran
EA Licence No: 11C5502
EA Registration No. R1765539
- Provide technical support to product administrators via a ticket management system while respecting committed SLAs
- Effectively communicate with customers across multiple channels; correspondence, live chat, screen sharing and phone support
- Troubleshoot, isolate, reproduce, investigate and log customer issues while utilizing internal engineering level technical tools
- Collaborate with multidisciplinary teams such as engineering and product to ensure swift resolution and customer satisfaction
- Handle multiple simultaneous investigations with an average ticket load of 20-25 per day
- Perform escalation management on call duties. Handle internal and external escalations raised by partners and product administrators for existing customer cases
- Execute incident management on call duties by triaging issues and publishing status page updates
- Identify trends and patterns, along with topics outside of the support scope, and escalate to the respective teams
- Utilize multiple internal knowledge sources along with externally available resources to communicate effectively with customers
- Adhere to company's privacy and security standards and be extremely vigilant assessing level of privacy when sharing information externally
- Identify inefficiencies and opportunities in both external and internal support workflows
- Bachelor's degree or equivalent with minimum 2 years of experience in successfully supporting enterprise level customers via multiple channels: correspondence, live chat, screen-share and phone
- Strong technical knowledge and practical understanding in: Web technologies, Identity and Access Management (Single Sign On, IDPs, Provisioning etc), Graph and SCIM APIs, Custom and 3rd Party Integrations, Webhooks, Live streaming, Mail Servers and Delivery, Networks, MAM/MDM/EMM
- Fluency with operating systems (Windows, Mac, iOS, Android), Microsoft Suite and ticket management software (e.g. Zendesk, Salesforce, etc)
- Self managing with the ability to problem solve and provide effective solutions with minimal supervision
- Capability to absorb high volumes of information across multiple resources (technical documentation and product information)
- Demonstrated ability to work with a sense of urgency and prioritize between 20-25 complex tickets daily based on customer impact and SLAs
- Strong critical thinking and analytical skills to isolate, investigate, reproduce and resolve hardware and software issues while leveraging engineering level troubleshooting tools
- Comfortable to work in shifts and weekends /PH
- Should have good communication skills and have proficiency in Japanese language (native) to liase with Japanese speaking customers & stakeholders.
*Referrals are greatly appreciated*
By sending us your personal data and curriculum vitae (CV), you are deemed to consent to Morgan Mckinley Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.morganmckinley.com/sg/privacy-policy. You acknowledge that you have read, understood, and agree with the Privacy Policy.
Morgan McKinley Pte Ltd
Ramitha Ravindran
EA Licence No: 11C5502
EA Registration No. R1765539
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