Support Specialists

JOB ROLESupport Specialist
LOCATION Singapore
SKILLSDigital Customer Interaction, Software Components, Real-Time Communication Technology & Application Support of Mission Critical Systems


Roles & Responsibilities:


  • Single Point of Contact (SPOC) & 1st Level of contact for all support related issues with Tetherfi Solution for customer / client under maintenance contracts.
  • Responsible for ownership of any identified defects/ issues reported by clients and on-time responsiveness within stated SLA for the account.
  • Take ownership & accountability for all escalations or jeopardy issues through successful resolution.
  • Provide Technical know-how in isolating and recommending corrective action or work-around to resolve an escalated problem within identified SLA.
  • Collect all issue description, details, screen-shots, time of occurrence, impact, first level of log collection, log checking from customer site for any defects or issues & first level of analysis before escalating to next level.
  • Responsible for liaising with Solution or Subject Matter Experts or TIER3 or Product Team to get support, when the issue is not getting resolved within stipulated SLA.
  • Ability to understand, analyze issues/defects/ tickets assigned, identify the priority (Prioritize) the issue, probe the issue and give possible resolution within SLA.
  • Candidates will be trained in Tetherfi’s products to give end to end resolutions on usual technical issues raised.
  • Candidates will be expected to learn Tetherfi products by going through documents & training to help in prioritizing, documenting and actively resolving issues that arises out of our products in any mission critical production environment.
  • Job profile involves travel to Customer Site across the globe on need basis to perform any support related activities on Tetherfi Products.
  • Must perform technical troubleshooting on our products implemented at customer site by taking a remote session (or) by coordinating with onsite engineer or by going onsite on need basis.
  • Provide Weekly issue list reporting of all open/Active support issues
  • Works directly with Customers, Account Owners, SME’s/TIER3 to resolve any outstanding issues.
  • Works to determine the nature/resolution of the problem using:
    Technical Document/FAQ/SOM
    Peer consultation
    Technical Managers
    Internal on-site labs
  • Case management and tracking of all service escalations
  • Provide Root Cause Analysis (RCA) of any issues highlighted depending on the criticality of the issues & the contract requirement
  • Provision of Software maintenance patches to resolve problems
  • Provide Operation, Administration and Maintenance information
  • Proactively keep track of the product version inventory, lifecycle and notify ‘End Of Support’ notice to customers
  • May have to extend regular work timings and work on various time zones while working on Support tasks assigned.


Expected Technical & Functional Skills:


  • Good exposure on Real-Time Communication technologies like WebRTC, SIP, H.323, RTP, etc.
  • Good understanding & troubleshooting skills on Mobile Native application technologies on iOS & Android.
  • Expected to have experience in supporting Computer Telephony Integration (CTI), Web Application Servers (Tomcat, JBoss, WebSphere) or any Agent Desktop Application.
  • Must have worked at Customer Site handling production issues in a mission critical environment.
  • Excellent Customer handling Skills, Engineers worked as in-house engineers/site engineers supporting any application-based Contact center products at customer sites like Bank, Telco are preferred.
  • Good to have an exposure to Contact Center & Telephony concepts with any of the major platforms like AVAYA, GENESYS, CISCO, ASPECT, etc.
  • Experience in application support with knowledge on Web Server like IIS, Apache, windows services, event viewer.
  • Experience in application support with knowledge on Web Server like IIS, Apache, windows services, event viewer.
  • Prior experience in troubleshooting Web UI or browser issues with exposure to Java Script (JS), HTML will be an added advantage.


Expected Professional Skills:


  • Excellent verbal, written and effective communication skills
  • Should have the passion for uncovering the mystery of issues / defects.
  • Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment
  • Effective time-management, organizational and prioritization skills
  • Strong sense of responsibility, accountability and passion about quality of work, desire to learn and take ownership
  • Prioritize and juggle between multiple tasks based on business needs
  • Must bring structure to ambiguous / open ended challenging assignments