Technical Support specialist

“I alone cannot change the world, but I can cast a stone across the waters to create many ripples” – Mother Teresa

A client of mine is driving a similar vision and purpose!

Through their learning capabilities, they are connecting people and changing lives.

The company’s learning solutions empower more than 1.5 million people across the APAC region to become more connected, learn more, and be more successful. The CEO and founder mentioned “They like to play hard but not take themselves too seriously” – they are very fond of their people and have built an open and collaborative culture to work in.

They are currently looking to hire a Technical support specialist whose primary role is to be the face and voice of their clients’ administrators and to their internal team. The role’s main responsibility is to support their clients and provide ongoing technical support to existing clients via online support desk, email, WhatsApp and phone. As the Technical Support Specialist, you will also provide support to the commercial team.

Some of the other key responsibilities for this role –

Platform training:

• Delivering platform admin training for client implementations and prospective client demonstrations

Sales and Account Management support:

• Supporting Account Managers with platform analytics and reports required for client quarterly business review

Implementation:

• Supporting the implementation managers to implement the Axonify platform and manage the 90-day monitoring and evaluation period with clients
• Responding to information / product feature requests and troubleshooting alongside the implementation manager

Requirements and background:

• You are fluent in English and Mandarin (reading, writing, and speaking) to aid in supporting their clients based throughout the APAC region.
• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious
• Excellent written and oral communication skills – You must be able to convey technical jargon in a wide-array of syntax from beginner to advanced level users in our tickets as well as knowledge base articles
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Ability to empower end-users to support themselves using our knowledge base
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation

If this piqued your interest, kindly send across your resume to pgulati@welovesalt.com.

CEI No: R22107443 / EA No: 07C3147

Salt is acting as an Employment Agency in relation to this vacancy.