We are assisting our client, AvePoint, with hiring for an exciting opportunity. As a technical support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues.
• Provide Level 1 and Level 2 technical support to clients.
• Troubleshoot, diagnose, and resolve issues reported by clients.
• Work closely with the R&D team, replicating issues and assisting in bug resolution.
• Act as the primary contact for customer inquiries, ensuring timely and efficient resolutions.
• Ensure client satisfaction in project support and maintenance.
• Prepare weekly reports, track change requests, and deliver training to users.
• Being a representative for project-specific customer technical inquiries and issues that you will take ownership and bring resolution.
• Ensure customer satisfaction in Project Support and Maintenance
• Collect information and perform deep-dive analysis, diagnosis, and troubleshooting
• Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
• Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
• Continually evaluate existing processes to streamline and enhance customer support activities.
• Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
• Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
• Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
• Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems
• Generate reports and write documentation, e.g. maintenance guide, monthly case report

• Min Diploma in Information Technology/Computer Science/ Computer Engineering
• Preferably > 1 year experience in IT Industry managing large-scale applications support
• Strong technical development background and experience with full project lifecycle.
• Pro-active, customer-focused, and comfortable dealing with clients/vendors directly.
• Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey
• Good interpersonal skills, resourceful, take ownership
• Organized, meticulous, and able to work independently
• Strong analytical and troubleshooting skills
• Delivered B2B services effectively and efficiently, aware of service management preferred.
• Preference given to vendor–based software delivery experiences.
• Experience in Software Development and Microsoft SQL Server will be an advantage • Able to converse with mandarin speaking clients.

Interested candidates, please send your CV to hr@vandengroup.com.