IT Customer Technical Support and Solutions

EDITE - IT Customer Technical Support and Solutions Executive

EDITE is an EdTech company based in Singapore and aspires to be leading the industry in providing academic IT services like timetabling and resource management systems to Institutes of Higher Learning (IHL) in SE Asia. We are establishing ourselves as the market leaders for Singapore and Malaysia. This is an exciting field if you have a passion for working with educational institutes and providing tech solutions to improve student/staff/organisational experiences.

Job Summary:
The core objective of IT customer support is to guarantee the seamless and efficient utilization of the IT systems implemented for our users. This position demands a blend of technical expertise, problem-solving proficiency, strong communication skills, and a commitment to a customer-centric approach. Training will be provided.

General Duties
- Issue Resolution: Assisting customers in resolving technical problems or challenges they encounter with TimeEdit/EDITE products and services. This may involve troubleshooting, diagnosing issues, and providing step-by-step guidance to resolve problems.
- Customer Communication: Effective communication is crucial in IT customer support. Representatives need to communicate technical information in a clear and understandable manner, adapting their language to the level of technical expertise of the customer.
- User Training: Providing training sessions or resources to help customers better understand and utilize TimeEdit/EDITE. This proactive approach can reduce the likelihood of issues arising and enhance user competence.
- Documentation: Creating and maintaining documentation, such as knowledge base articles, FAQs, and manuals, to assist both customers and support staff in finding solutions efficiently.
- Ticketing System Management: Using ticketing systems to log, track, and manage customer inquiries. This helps support teams prioritise and organize their work, ensuring that all customer issues are addressed in a timely manner
- Remote Assistance: Utilizing remote access tools to troubleshoot and resolve issues on a customer's device without the need for physical presence.
- SLA Support: Depending on the nature of the business, providing round-the-clock support to accommodate users in different time zones or ensure continuous service availability.

**Educational Background**:

- Relevant educational qualifications in information technology, computer science, or a related field.
- **Customer Service Software (would be advantageous)**

○ Like Zendesk, Jira or similar.
- **Programming Languages (would be advantageous)**
- JavaScript
- Python
- Java or C#:
Web Technologies: (would be advantageous)
- HTML/CSS:.
- RESTful API: Understanding how to work with RESTful APIs, as many cloud-based systems expose APIs for integration.

API Integration: (would be advantageous)
- API Knowledge: Understanding how to interact with APIs, making API requests, and interpreting responses.
- Postman or similar tools: Proficiency in tools that facilitate API testing and debugging.

Cloud Computing Platforms:

- Basic Knowledge of cloud platforms: Familiarity with platforms like AWS, Azure, or Google Cloud, as many timetabling systems are hosted in the cloud.

**Remuneration Package**:

- **Base Salary**: Based on experience and market rate.
- **Performance-Based Bonuses**: There will be performance-based bonuses based on project deliverables.
- **Annual Increments and Reviews**: Yes upon confirmation and performance review.
- **Professional Development**: Opportunities for professional development, such as training, certifications, or attending relevant conferences.
- **Flexible Work Arrangements**: Flexibility in work arrangements, including remote work options.

**Salary**: RM3,000.00 - RM4,500.00 per month

**Benefits**:

- Work from home

Schedule:

- Monday to Friday