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L1 Technical Support - Salesforce CRM

Moulmein-Kallang, Central Singapore, Singapore
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L1 Technical Support - Salesforce CRM - 115957
Description

Responsibilities

We are looking for a customer-focused and driven individual to join our Digital Products team as a Level 1 Technical Support officer. You will be the first point of contact for our internal and external customers experiencing technical issues across our range of digital products. You will be required to provide timely assistance and resolution, while maintaining a strong focus on customer experience and satisfaction.

The responsibilities include:

  • Provide technical support to end users on various technical issues and problems relating to software that is used by internal and external customers. This includes our Customer Relationship Management System, Event Management System, data analytical tools like Tableau, and other customer-serving SaaS products like HiveBrite and WordPress.
  • Respond, document, resolve or escalate incidents, change request or service tickets in a timely manner in accordance to established Service Level Agreements.
  • Uphold the service level requirements and strive for continuous service improvement by providing quality technical support to end users. This would also include gathering customer feedback and insights to identify recurring issues and areas for improvements in products and services.
  • Contribute to the creation and maintenance of a knowledge base that would comprise self-service resources for customers to resolve simple technical issues independently. This would include documentation of common issues and their resolutions.
  • Support the various System Administrators with administrative activities, which could include user Onboarding/ Offboarding, generating reports on user activities and database management activities such as data cleaning, uploading/patching.

Primary Location
Moulmein-Kallang, Central Singapore, Singapore
Job Type
Experienced
Years of Experience
2
Qualification

Requirements

The role requires good interpersonal and communication skills, technical knowledge, and passion to help others navigate through digital adoption. Resourcefulness, integrity, drive, and a good team player are also must-haves. Some combination of the following would help for favourable consideration:

  • Diploma from a recognized polytechnic (preferable IT related)
  • Prior experience in technical support and usage of ticketing systems
  • Demonstrated customer service mind-set and ability to engage multiple stakeholders
  • Resourceful, adaptable and able to work with minimal supervision. Proactive and self-motivated with the ability to focus on priorities and deliver in a fast-paced environment
  • Display sound judgement when making decisions and demonstrate initiative to take action
  • Strong interest in technology and with experience dealing with SaaS products
  • Internet-savvy and proficient in using MS Office, especially Outlook, Word, Power Point and Excel
  • Curious, inquisitive, keen and quick to learn, and generous and patient to share knowledge with internal and external customers
  • Able to work onsite

Travel
No
Job Posting
22/04/2024

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Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

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