Our client is an industry-leading Financial Technology Firm looking for a talented individual to fill the position of Technical Support Specialist (Day/Night Shifts).

You will be working as part of a team within a fast-paced, fun, challenging and creative environment in order to achieve team-oriented goals.

Key Responsibilities:

• Act as the first point of contact for Level-1 & Level 2 product and technical support.
• Day-to-day monitoring of our Data Flow processes to ensure pro-active resolution of any issues that arise.
• Pursue incident resolution with maximum adherence to the Service Level Agreements and internal Incident Management Procedures.
• Escalate unresolved incidents/service requests to the relevant 3rd and 4th level support teams.
• Provide technical support to End Users (company affiliates) through a ticketing system or live chat.
• Responsible to log, update and manage users’ requests in the ticketing system.
• Responsible for communicating status update to end-users in a timely manner.
• Provide support and encouragement while ensuring the overall quality of service is provided.
• Perform in a positive, professional and customer-focused manner.
• Update documentation and knowledge base to improve efficiency and effectiveness in incident resolution and provide training to other staff members as required.
• Provide feedback based on metrics on how we can improve our products in order to minimize the support requests and issues.
• Other ad hoc duties as these may occur from time-to-time within the frame of technical support service for our products.

Ideal skills we are looking for:

• Bachelor’s degree in Computer Science or a related technical field, or equivalent experience
• Must have flexibility with scheduling and able to work on day/night shifts
• Strong analytic, diagnostic and problem-solving skills.
• Ability to problem-solve independently and multi-task
• Pro-active, resourceful with a high level of accuracy and attention to detail.
• Previous experience in a similar position will be considered an advantage.

Candidate Profile

• Excellent verbal and written communication in English
• Good teamwork and collaboration skills
• Helpful personality

Benefits:

• Competitive salary + Medical + Provident Fund
• 22 Days Annual Leave
• Working from Home Policy
• Private Medical Insurance
• Office Perks: Free beverages, fruits and snacks
• Udemy unlimited membership
• Team-building events

To apply for this opportunity click below * OR *
send your CV (in English please) to [email protected] and include the reference:  Technical Support Specialist (Day/Night Shifts) – VAC-19989C. We look forward to hearing from you!