About AvePoint: A five-time winner of the Microsoft Partner of the Year award, AvePoint provides the most advanced platform for SaaS and data management to optimize SaaS operations and secure collaboration. More than 9 million cloud users rely on our solutions to secure digital collaboration data, sustain connections between people and ensure business resiliency in the modern digital workplace.
At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you!
About the position: As a Project Support Engineer, you will provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and provide resolutions to reported issues. You will work closely with the R&D Team by conducting preliminary investigations.
This role is for someone who values agility, passion, and teamwork; who can bring fresh ideas to the table and wants the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you!
Specific responsibilities include, but are not limited to: Being a representative for project-specific customer inquiries and issues that you will take ownership of and bring resolution. Build and maintain positive relationships with project stakeholders and ensure customer satisfaction in Project Support and Maintenance. Demonstrate resilience and composure when facing tight deadlines, unexpected challenges, or high-pressure situations. Collect information and perform deep-dive analysis, diagnosis, and troubleshooting. Communicate effectively with stakeholders to address pushback, clarify technical details, and ensure that proposed solutions align with customer expectations. Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues. Communicate efficiently with the Internal R&D team on issue investigation, solutions, and bug fixes. Manage the status of issues raised and ensure they are resolved effectively in a timely manner. Continually evaluate existing processes to streamline and enhance customer support activities. Learn and keep track of all new functionalities added to the system with every update release. Conduct training/hand-holding sessions with users to guide them in troubleshooting the system to resolve software issues or problems. Provide onsite support to customers if necessary (locally or overseas). Contribute to the identification and assessment of project risks and work on mitigation plans to minimize the impact of risks. Maintain project documentation and ensure all support & maintenance documents are organized and easily accessible. Generate Regular Support Status Reports and provide data and updates to project management and other stakeholders via Support Monthly Meeting. What you will bring to our team: BA/BS Degree in any IT-related field (IT/Computer Science/Computer Engineering). 1-3 years of technical software support/project support/applications support experience. Excellent communication skills and able to interact professionally with a diverse group, including managers, executives, and SMEs. Strong analytical and troubleshooting skills. Pro-active, customer-focused, and comfortable dealing with clients directly. Organized, meticulous, and able to work independently. Experience in exam management systems (EMS), training management systems (TMS), and/or learning management systems (LMS) is a plus. Current work schedule 9 am – 6 pm & 1 pm to 10 pm PHT/SGT (may change depending on business needs). This job can provide a great opportunity for employees to travel abroad and work onsite on a short or long-term basis. AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and are at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.
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