8I Holdings Limited - Technical Support Engineer

Location: Singapore
Business sector: IT Support
Salary: S$2800 to S$3800
Job reference: 485966
Published: 6 months ago
We are looking for motivated and engaging individuals who want to offer 8VI customers an excellent and efficient customer experience consistently.  
At 8VI, we believe in hard work, a fun environment, and an uplifting work ethic for growth. We believe each customer interaction is an opportunity to make a positive impact in lives seeking to improve themselves.  
As a Technical Support Engineer, you will play the role of the bridge between customers and the development/data team and will be responsible for helping customers with their technical issues.  
You will also be required to analyse internal and external data to resolve business problems and provide solutions for the organisation to improve customer retention/acquisition rates. These customer data analytics will be able to provide insightful solutions for us to identify trends. 
8I Holdings strives to create greater value for investors through deepening synergy between its dual engines of growth: FinEduTech and Financial Asset Management.
Leveraging on the power of AI, big data and machine learning, 8I Holdings continues to sharpen its competitive edge and strengthen its business ecosystem to share value investing knowledge and empower its growing community to make smart investment decisions.
What You'll Be Doing
  • Responsible for configuring and troubleshooting product offerings to resolve customers’ technical issues 
  • Reproduce customer environment and run tests 
  • Manage and address electronic tickets efficiently 
  • Liaise between internal teams and customers to accurately address customer problems 
  • Analyse internal and external data, tickets, and feedbacks to quickly identify and validate changes while providing solutions to meet business objectives 
  • Identify issues, risks and benefits of existing and proposed solutions and outline business impacts 
  • Perform data sourcing, cleansing, engineering, modelling from disparate data sets 
  • Design and build visualisation to support data analytics and senior management reporting 
  • Provide insight to internal teams through reports, presentations, spreadsheets etc., to establish parameters for decision making 
  • Help drive the future of the team and organisation by contributing to the improvement of products and services 

Skills You'll Need

  • Degree in Computer Science / Information Technology / Statistics / Business Management or related disciplines  
  • At least 1 year of experience in Data Analytics and Customer Service.  
  • Strong analytical skills and knowledge of Microsoft Excel, MySQL and/or PostgreSQL programs 
  • Experienced in working with Business Intelligence tools such as Google Data Studio, Tableau, and backed by strong programming language experience with Python  
  • Experienced in customer-related support analytics 
  • Pro-active, customer-focused, and comfortable dealing with end-users directly 
  • Effective communication and comprehension skills, both oral and written. Able to describe issues and solution clearly and maintain customer relationship 
  • A solid team player  
  • High technical aptitude and willingness to learn new applications and take up challenges 
  • Ability to sustain high accuracy and work performance  
  • Strong comprehension and pattern identification skills 
  • Strong presentation skills and ability to thrive in a fast-paced environment 
  • Familiar with MS Office and Salesforce is a plus