Associate Support Analyst

Summary

Are you looking to sink your teeth into a pivotal role within a growing Professional Services team? Are you excited by the tech space and want to join an innovative, market leading organization? Do you want to work for a fast-paced global company? If the answer to these questions is yes, then we want to hear from you!

About Smart Communications

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently.

Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry. To learn more, visit smartcommunications.com.

Who are you?

As an Associate Support Analyst, you’ll have demonstrable experience working in a support desk environment. Smart Communications is the market’s leading SaaS customer communications management (CCM) software solution. In its design, architecture and capability, Smart Communications is the new generation CCM software solution, delivering the most advanced customer communications and collaboration capability while enabling enterprises to take advantage of cloud technology to provide deployment flexibility and lower total cost of ownership.

You’ll speak and communicate directly with customers as well as internal staff. You’ll embrace the customer centric philosophy of Smart Communications, and shall competently handle and resolve unforeseen problems and situations that arise from our customers by trouble shooting, addressing or coordinating with internal staff and customers to resolve the issues.

The responsibilities of the role include:

• Provision of 1st/2nd support for Smart Communications applications and some third-party products including resolving problems and issues raised by customers via phone, e-mail or web as documented within the Smart Communications technical support procedures.
• Ensures the proper and timely entry of information in both the call tracking system and the knowledgebase.
• Identifies and diagnoses issues and needs, escalates potential risks as far as necessary to resolve for both Smart Communications and customers.
• Supports customer projects in migrations and customizations.
• Owns support issue, responsible for escalating to 3rd level support where required, proactively monitors, actions and closes issue to meet SLAs.
• Assistance in creation and maintenance of support documentation and develop content for our customer community.

What we’re looking for:

Must have skills/experience:

• 1-2 years’ software technical support experience.
• Strong verbal and written communication skills in English language to provide an exceptional customer service experience to end-users, application owners and external clients is essential.
• Positive client service approach with a ‘Can do-will do’ proactive attitude.
• Excellent logical and analytical problem-solving skills.
• Strong Team Player.
• Aptitude for learning new technologies/skills.
• Experience in developing and / or operating of complex software.
• Quick comprehension of unfamiliar business processes

Advantageous skills/experience:

• Skills or an understanding of object-oriented programming languages like C++, C# (or similar)
• Technical skills in HTML, Javascript, CSS
• Good knowledge/hands-on with Microsoft IIS
• Skills in installation, configuration, and monitoring of web applications
• Knowledge about any of these databases (MS SQL, Oracle, DB2, PostgreSQL, MySQL)
• Experience in debugging and profiling tools
• Experience with Operation Systems (Windows, Linux) and cloud platforms (e.g. AWS)
• Knowledge in analyzing and solving performance, concurrency, and memory problems in Microsoft applications.
• Knowledge about file formats such as XML, JSON, PDF, Word, Excel, etc.

We look for the following SMART values in everyone we hire at Smart Communications:

• Speak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
• Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
• Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
• Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
• Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!

What’s the deal?

We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive.

In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including medical insurance, vision benefits, subsidised gym membership and 17 days holiday allowance.

Located at One Raffles Place in the heart of the city, our Singapore office houses teams that support our customers – professional services consultants and local support teams . All our offices are a friendly, tight-knit environment of highly motivated professionals. This role has a hybrid setup with occasional work from the office required.

So, if we interest you, please let us know by applying for this position and tell us all about yourself.

Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.

To learn more about Smart Communications visit:

https://www.smartcommunications.com/