Deskripsi Pekerjaan
Are you a service-oriented professional with a passion for IT excellence? AlpSoft Technologies Pte Ltd, a leader in innovative IT solutions, is looking for a dynamic Customer Success Executive to join our team for a high-impact government project. In this role, you will act as the bridge between our technical solutions and our client's needs, ensuring seamless service delivery and high levels of stakeholder satisfaction.
As part of our dedicated service delivery team, you will utilize your ITIL knowledge to manage service requests, resolve incidents, and contribute to the ongoing improvement of our IT operations. We are looking for an individual who thrives in a professional, fast-paced environment and is committed to delivering quality results that uphold our reputation for excellence in the public sector.
Tanggung Jawab
- Serve as the primary point of contact for government stakeholders regarding service delivery and support inquiries.
- Execute ITIL-aligned processes to manage incident reports, service requests, and problem resolution efficiently.
- Monitor service level agreements (SLAs) to ensure timely resolution and high-quality outcomes.
- Document customer interactions and technical resolutions within our ITSM toolset.
- Collaborate with cross-functional technical teams to troubleshoot and escalate complex system issues.
- Assist in preparing service delivery reports and performance metrics for management review.
- Identify opportunities to enhance the customer experience through proactive communication and service improvements.
Kualifikasi
- Diploma or Degree in Information Technology, Computer Science, or a related field.
- Minimum 1-2 years of experience in customer service, IT helpdesk, or service delivery roles.
- Foundational knowledge or certification in ITIL (Information Technology Infrastructure Library) practices.
- Strong problem-solving skills with a logical approach to troubleshooting IT-related issues.
- Excellent verbal and written communication skills, capable of professional interaction with government clients.
- Ability to work independently as well as collaboratively in a structured, project-driven environment.
- Proficiency in ITSM software and standard office productivity tools.