Back to search

Senior Technical Support Specialist

Singapore Temporary View Job Description
Looking for a People Experiences - Sr Technical Support Specialist to join our Fulfillment team. In this role, you'll play a key part in supporting mission-critical applications for our internal customers, ensuring exceptional technical support, customer service, and timely issue resolution.
  • Good technology exposure
  • Growth opportunity

About Our Client

Our client helps enterprise organizations transform and improve IT productivity on a global scale.The end client where this headcount will be working for is the largest American information technology companies, alongside other Big Five corporations.

Job Description

Responsibilities:

  • Handle and resolve complex customer issues that have been escalated from Level 1/Tier 1 support
  • Utilize advanced troubleshooting techniques to diagnose and solve problems.
  • Ensure issues are resolved within the agreed service level agreements (SLAs).
  • Utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process.
  • Use Salesforce Service Cloud to track, manage, and resolve customer cases.
  • Communicate effectively with IT and business stakeholders to improve on the ground engagement with cross-functional partners
  • Maintain accurate and detailed case records, ensuring all interactions and solutions are documented
  • Generate and analyze reports to identify trends and areas for improvement
  • Provide exceptional customer service and ensure a high level of customer satisfaction.
  • Follow up with customers to ensure their issues are fully resolved and gather feedback.
  • Work closely with other departments, including Level 3 support, engineering, and product management, to resolve complex issues.
  • Escalate unresolved issues to appropriate teams and follow up to ensure timely resolution.
  • Participate in regular team meetings and provide feedback on service improvements.
  • Stay updated on the latest features and best practices of Salesforce Service Cloud.
  • Suggest and implement process improvements to enhance efficiency and customer satisfaction.
  • Participate in ongoing training and professional development opportunities.



The Successful Applicant

Your Expertise:

  • Bachelors in Information Technology, Business or a related field preferred
  • 3-5 years of experience in application support, with a focus on cloud services, HCM recruiting and/or SaaS platforms
  • 3+ years in a hands-on application production support role working on triage, troubleshooting, and coordination on HRIS / ATS systems
  • Understanding of end-to-end HCM recruiting processes (Workday)
  • Proficiency in using Service Cloud, CRM systems, and support ticketing systems
  • Experience in other 3rd party CRM tools
  • Understanding of cloud computing concepts and architectures and familiarity with APIs, integrations, and common web technologies.
  • Knowledge of database management and querying.
  • Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
  • Experience operating with SLAs in a client-facing role in a production environment
  • Ability to work effectively as part of a team and collaborate with other departments.
  • Highly organized with the ability to manage multiple cases and tasks simultaneously.
  • Ability to work in an onsite office setting 100% of the time
  • Flexible to work on-call schedule on weekdays and occasionally on weekends



Preferred Qualifications:

  • Experience with case management, automation, and service analytics in Salesforce.
  • Intermediate SQL skillset
  • Strong familiarity with Workday HCM and Salesforce Service Cloud
  • Experience with reporting and metrics
  • Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)
  • Salesforce Service Cloud Certification
  • Workday HCM Certification

What's on Offer

  • Creative and Innovative Workplace
  • Opportunity to learn and grow
  • Good work culture
Contact
Meenal Sharma (Lic No: R21103442/ EA no: 18C9065)
Quote job ref
JN-092024-6530614
Phone number
+65 6643 9741

Job summary

Function
IT
Specialisation
Technology consultancy
What is your area of specialisation?
Technology & Telecoms
Location
Singapore
Contract Type
Temporary
Consultant name
Meenal Sharma (Lic No: R21103442/ EA no: 18C9065)
Consultant contact
+65 6643 9741
Job Reference
JN-092024-6530614

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.