Technical Support Executive (Aviation)

Location Singapore
Job reference BBBH118792_1662015898
Salary AWS
Consultant name Jeffrey Koh Kok Ann
Consultant email jeffrey.koh@experis.com.sg
Consultant contact no. 6232 8809
EA License No. 02C3423
Consultant Registration No. R1770345

  • Location: Changi Business Park
  • Shift Rotation: 5 days work week - 7am to 4pm, 3pm to 12pm, 11pm to 8am



Job Scope:

  • Answer & record all technical support calls received through telephone email, chat, Technical Support Portal (TSP) or any other forms of communication from clients regarding Company's applications software products and services
  • Respond to technical support calls in adherence with Company's policies and SOPs, and within each individual clients' First Response Time (FRT) indicated as per Service Level Agreements (SLAs)
  • Interact with clients to record the incidents (bugs/defects) service requests, etc., accurately, and unambiguously in the TSP
  • Issue a service ticket number to clients and ensure that the incident is recorded and tracked in the TSP
  • Use the diagnostic and troubleshooting processes or tools to identify the follow up actions and disseminate accordingly as per escalation matrix
  • Collaborates with technical team members to analyze and resolve clients' issues and incidents
  • Generate reports periodically to track & monitor the service tickets status to ensure issues are resolved as per SLAs
  • Notify/report any impending SLAs violations to Line Manager - Technical Support promptly
  • Continuously update knowledge and understanding of aviation subjects, associated infotech trends and Company's portfolios of products and solutions
  • Performs any other duties as assigned by the Management



Job Requirements:

  • Diploma/Bachelor's degree in Computer Science or equivalent
  • Adequate knowledge of Aviation industry infotech products & markets
  • Basic knowledge of infotech subjects such as; hardware, software, programming (.net), database, networking, etc.
  • ITIL Certification is a plus
  • Comfortable with rotational shifts



*Shortlisted candidates will be informed.



Interested applicants please send in your updated resume to jeffrey.koh@experis.com.sg with the subject "Technical Support Executive (Aviation)"



Jeffrey Koh Kok Ann
Registration No.: R1770345
EA License No.: 02C3423