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Ad Description: Client Support Specialist - Software (Location- Singapore)
The Client Support Specialist (CSS) works in a support center environment. Following the documented Incident Process, the CSS’s primary responsibility is performing Client support for system related operational issues.

The CSS works with clients to troubleshoot and categorize as procedural, software, or operational. If resolution is not possible, the CSS will or escalate to the Account Support Manager assigned to that specific client. The CSS may work with external clients: end-users, Project Managers and Sales.

Key Areas of Responsibility
Remotely resolve client operational issues or escalate as appropriate
• receive and document service request and client information
• communicate with clients through various means (oral, written, electronic) to remotely resolve client problem
• determine priority based on problem information and documented guidelines
• verify resolution of problem with the client
• follow escalation process outlined for that type of problem or for specific client
Record information into the appropriate company systems
• document, verify and make appropriate corrections to the incident record and client profile
• ensure thorough documentation of problem description and all subsequent activity
Contribute as a team member
• participate in team meetings and activities
• write knowledge articles based on lessons learned in resolving client issues
• participate in special projects as assigned to continuously improve processes, tools, systems and organization.
• actively develop job related technical skills.
• participate in planning and implementing personal and career development activities.


Education and Experience Requirements
• Technical Degree preferred in computer-related field of study.
• Technical certifications through military or on-the job training acceptable.
Qualified candidates will have demonstrated strength in at least one of the following areas and possess capacity to learn the skills associated with the remaining bullet:
• 2 years technical help desk or support environment preferred.
• 2 years experience in a position requiring interaction with public in service capacity preferred.
3 years+ providing informal pc support in school, work, or peer group environment is acceptable.

Training Requirements:
New associates will be required to attend 60 days of company paid technical training at our affiliate office in Tampa, Florida. USA.

Scope
• Accountable for receiving and handling of client calls.
• Responsible for multi-tasking and ensuring client Service Level Agreements are met.
• May guide, assist, and give direction to less experienced CSS staff.

Language skills a plus!
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