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Urgent! Technical Support Engineer Job Opening In Singapore, Singapore – Now Hiring Toku

Technical Support Engineer



Job description

Overview

Technical Support Engineer at Toku .

We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Engineer.

As a vital member of our team, you will be responsible for promptly addressing customer issues and providing support while playing a key role in developing and optimizing customer support processes.

The ideal candidate is a problem solver with exceptional communication skills, a strong technical background, and a passion for delivering outstanding customer experiences.

Responsibilities

  • Provide support for all technical queries from customers related to Toku’s multi-product platform via email and other asynchronous channels.

  • Diagnose and resolve technical issues related to call routing, IVR flows, integrations (CRM, ticketing systems), APIs, and platform configurations.

  • Collaborate with cross-functional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback.

  • Identify recurring issues and propose solutions or escalate them to prevent or minimize future occurrences.

  • Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability.

  • Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques.

  • Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience.

  • Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system.

  • Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs.

  • Proactively stay well-informed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members.

  • Strong understanding of VoIP, SIP, WebRTC, and cloud telephony concepts.

  • Experience with contact center platforms (e.g., Genesys Cloud, Five9, Talkdesk, NICE CXone, Amazon Connect).

  • The capability to evaluate and focus on in-depth problem analysis of Toku’s products and their integration into enterprise-wide mixed environments, as well as replicate and detail for referral to Senior Support where required.

  • Familiarity with features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have.

  • Working experience with the following: Help Center/knowledge bases, Microsoft Teams is an advantage.

  • At least 2 years of experience in a technical software environment.

    Preferably within a startup or fast-paced environment.

  • Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner.

  • Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously.

  • Familiarity with CRM software and support ticketing systems (Atlassian – Jira).

  • Ability to work independently and collaboratively within a team, demonstrating a proactive and self-motivated attitude.

  • Ability to work shifting schedules.

Qualifications

  • Strong understanding of VoIP, SIP, WebRTC, and cloud telephony concepts.

  • Experience with contact center platforms (Genesys Cloud, Five9, Talkdesk, NICE CXone, Amazon Connect).

  • Familiarity with APIs, scripting (Python, JavaScript, CURL commands), and cloud infrastructure (AWS – Debugging & troubleshooting using CloudWatch).

  • Familiarity with features, troubleshooting techniques, and administration tasks on Microsoft Windows is a plus.

  • Familiarity with Help Center/knowledge bases and Microsoft Teams is an advantage.

  • At least 2 years of experience in a technical software environment, preferably in a startup or fast-paced setting.

  • Excellent written and verbal communication skills, with the ability to convey complex technical information clearly.

  • Detail-oriented with strong organizational and multitasking abilities.

  • Familiarity with CRM software and ticketing systems (Atlassian – Jira).

Job Details

  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Software Development

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Required Skill Profession

Technical Support & Administration



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    Unlock Your Technical Support Potential: Insight & Career Growth Guide


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