Senior Support Specialist:

Job Title: Senior Support Specialist:
Contract Type: Permanent
Location: Malaysia, Singapore
REF: 1058
Contact Name: Danica Pagsisihan
Contact Email:
Job Published: over 5 years ago

Job Description

Job Responsibilities:

  1. Manages the FCS-Galaxy Helpdesk and reports to Business Unit Executive (BUE)
  2. Records customer support calls by receiving calls, taking call details, responding to emails and inputting call and email information into a call tracking system
  3. Provides functionality support by interpreting customer enquiries, gathering information to investigate, provide information regarding system processing options, functions and techniques
  4. Provides customer follow-up by keeping track of open logs, keeping BUE updated, and keeping customers and Galaxy L2 Support informed of the call status
  5. Maintains customer files by updating and closing all call records as problems are resolved
  6. Escalates Level 2 or 3 cases to Galaxy Support and follow-up on cases, keeping customers periodically informed of case status
  7. Supervises, guides and trains Support Specialists or any other personnel who require to be trained
  8. Prepares periodical reports/statistical reports as required
  9. Enforces the Support Service Level of Agreement as per contract/agreement with Galaxy and the customers
  10. Assumes the role and duties of Application Specialist or Interface Specialist whenever necessary, especially during Live Coverage


Job Requirements:

  1. Degree / Diploma in Information Technology, Hospitality or equivalent
  2. At least five years’ experience in a support/installation role
  3. Hospitality Operations or IT would be an added advantage
  4. Experience in supporting Property Management Systems will be an added advantage
  5. Willing to work on shifts, weekends and public holidays
  6. Self-disciplined, must have initiative, proactive and able to work under pressure
  7. Proactive learner and enthusiastic on picking up new knowledge/skills
  8. Must be customer-centric and have the ability to handle customers successfully with little supervision
  9. Able to communicate well in English, both verbal and written. Mandarin would be an added advantage