Senior IT User Support
Singapore, Singapore, SG, 138589
Overview
The IT User Support representative is a member of the Global Support Team and provides IT support largely for the APAC region, while being available to assist other regions.
This role will focus on providing front-line Operations and Retail technical support by responding to incidents and requests reported by users. Support includes, but is not limited to, documenting all relevant information in the system of record; troubleshooting the issue within the parameters of ITIL frameworks, ITSM processes and best practice; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative, and delivering the highest level of customer service.
Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.
What You'll Do
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Provide superior Customer Service and IT Support.
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Be available at times for weekend work, early morning and late evening shifts, including holidays.
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Promptly respond to incidents and service requests.
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Document, track, and troubleshoot incidents while ensuring timely resolution, or proper routing for escalation as needed.
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Follow all established support procedures and participate in the development of new procedures.
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User Account Provisioning/De-provisioning.
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Provide troubleshooting and support of retail systems.
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Work with external vendors or MSP’s to report, escalate and manage incidents when needed.
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Create and maintain knowledge articles for use by the Global Support Team and Users.
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Create, distribute and maintain administrative and system documentation, user guides.
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Provide technology training for Users.
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other protected classification.
At Crocs, Inc. we believe in the power of a blend of in-person and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. In-office requirements vary by our work personas: Resident (5 days), Collaborator (4 days), Connector (2-3 days), Explorer (fully remote). This role has been aligned to the Collaborator persona.
Job Category: Corporate