Technology Support Specialist

Technology Support Specialist

Job Title: Technology Support Specialist
Contract Type: Contract
Location: Philippines
Reference: JOB_001550[457]
Contact Name: DAG (+65 6560 3224)
Contact Email:
Job Published: December 22, 2020 17:38

Job Description

We are looking for a Technology Support Specialist, who is/are able to fulfill the following requirements:

Duration: 6 Months (Renewable)

Beneficial competencies & skills:
- Customer-service attitude: polite, helpful, quality-oriented and inquisitive
 - Comfortable in working on repetitive (technical) tasks, with workflows or ticketing systems, adhering to SLAs
 - Analytical skills: asks the right questions to identify the best solution path
- Multi-tasking/ prioritization skills
- Works well in virtual environments; knows how to build their network 

Education & Job Experience:
- Education: Bachelor’s degree or equivalent working experience
 - Career: 2+ year experience in support (technical/customer) roles can be of benefit
 - Experiences with CRM or other sales technology can be a benefit

Roles and Responsibilities:
- The organization: 
   -> This Team focuses on the successful creation, deployment, and execution of partner lifecycle processes, tools, and services, across all Global Customer Organization (GCO) business areas, which essentially refers to the different  indirect sales teams (incl. Partner Sales and Presales, Partner Marketing, License, Renewal, Education Sales). We collaborate and align closely with related lines of business (incl. IT, Data Management, Partner PE Program Management). 
- The function: 
   -> The teams focus on delivering tactical execution services end-to-end. Delivery should occur in standard, scalable, and automated ways with the ambition to raise sales productivity. 
- The teams: 
   -> The focus for this Specialist role relates directly to the mission of the Partner Technology & Services team (within the Business Unit), which develops and supports high quality systems and applications to manage the partner lifecycle to accelerate sales performance and increase transparency. The support unit of this team is a critical factor of success towards greater productivity and future technology simplification.
- The support teams consist of two core functions: 
   -> Level 1 as core entry point for basic inquiries, trouble shooting and triage. And Level 2 for complex technical and business queries that require hands-on support or regional specifications.
- The role: 
   -> As a Technology Support Specialist for Partner Business you execute transactional activities related to field inquiries around our internal partner management technology. The end-users you support belong to our Global Partner Organization (GPO) and require reliable, qualitative, accurate, and professional help on both transactional and business-related questions. 
   -> You are a part of a team and expected to work efficiently within and across the organization – this means collaborating with direct and extended peers, but also understanding the network to build relevant relationships and knowhow. 
   -> Furthermore, you will develop your process, technology and business knowledge not only resolve but also proactively position the topics you support. 
   -> As Technology Support Specialist, you work out of an automated ticketing system, in the future multi-channel support (i.e. via chat will also become relevant).
- Note: 
   -> As your experience and knowhow evolves, there is a possibility to grow into a subject matter expert role for a specific audience, topic or sector. Today’s subject matter expert roles perform as part of the overall team but zoom in on specific topics such as partner lifecycle, reporting, process exemptions or selected audiences with dedicated process steps.
- General tasks include:
   -> Manage end-user inquiries via automated ticketing system
   -> Coordinate multi-channel support
   -> Stakeholder/End-user Communication
   -> Supporting/ad hoc tasks
   -> Champion system use/automation 
   -> Ensure data stewardship 
   -> Be available for back-up & business support 
- Success:
   -> Customer Success – end-user satisfaction with resolution times and quality
   -> Sales Productivity – growing efficiency and capacity to manage greater volumes of inquiries within defined SLAs
   -> Team Engagement – team spirit and joint success, a one-team mentality
   -> Simplification – sharing ideas and/or contributing to projects

Please send your application to with (JOB_001550) in Subject line and highlighting:
- Your relevant experience
- Current/expected salary 
- Availability information 
- A latest MS-WORD Resume