Customer Service Technical Specialist

The Technical Specialist is responsible for providing system support, managing technical issues, and supporting project testing within Customer Service operations.

This role ensures operational continuity by resolving system-related incidents, supporting testing activities, maintaining knowledge resources, and contributing to continuous improvement initiatives. The Technical Specialist also plays a key role in knowledge sharing, documentation, and supporting both internal teams and customers on technical matters.

Key Responsibilities:

• Manage and resolve technical issues and escalations promptly, providing troubleshooting and on-site support to ensure minimal operational disruption.
• Support system UAT  testing by validating functionality, identifying and tracking defects, and collaborating with stakeholders to ensure smooth implementation of changes.
• Maintain accurate documentation of incidents, ensure adherence to operational standards and timelines, and support consistent tracking and reporting of system issues.
• Contribute to the development and maintenance of the technical knowledge base by ensuring accurate, accessible documentation and supporting continuous improvement of knowledge resources for team reference.
• Conduct and support training sessions on system updates and processes, facilitate knowledge sharing on best practices, and provide peer support on system-related matters.
• Identify and support process and system improvements by contributing to initiatives and collaborating with teams to enhance operational efficiency and customer experience.
• Handle customer enquiries across phone, email, and chat on subscriptions, promotions, and delivery issues, provide guidance on digital publications, and manage relationships through prompt, professional follow-up and resolution across digital channels.
• Perform core responsibilities and ad hoc duties as assigned, including supporting projects, special assignments, and team objectives with flexibility to meet organisational needs.

Working Hours:

• Monday to Friday, 8.30am to 6.00pm (overtime may be required during peak periods such as subscription drives)
• Required to work on weekends (approximately 3 times in 8 weeks, 8.00am to 12.30pm)

Who are we looking for:

Skills

• Exceptional problem-solving skills and a resourceful mindset
• Strong understanding of customer service standards
• Good analytical and problem-solving skills
• Strong communication and interpersonal skills
• Ability to converse in Mandarin with our Chinese-speaking subscribers
• Tech-savvy and familiar with social media channels and digital platforms

Competencies & Personality Traits

• Experience in a subscription-based service industry
• Familiarity with ServiceNow, or other CRM systems
• Ability to document processes clearly and effectively
• Collaborative team player with a proactive mindset
• Ability to work well under pressure in a fast-paced and challenging environment
• Ability to manage multiple tasks and priorities effectively
• Close attention to detail and a structured approach to work

Qualifications

• Diploma or Degree in Business, Communications, Information Systems, or a related field

Working Experience

• 2–4 years of experience in call centre operations, customer service, or technical support roles