Act as the first point of contact and first line of defense for APAC local offices, responding to CRM (Kapta) and CLM (Sirion) inquiries and tickets; attempt to resolve 100% of resolvable requests/incidents at first contact within established time thresholds, and escalate when required to the appropriate team.
Track all requests for service, changes, and information in the centralized support database system (ServiceNow) and in the relevant Kapta/Sirion workflows; ensure relevant information is captured, categorized, and documented to support efficient turnaround and to identify solutions that help reduce repeat tickets.
Escalate non-routine service requests or incidents to, or communicate with, the next appropriate level of support (e.g., product owners, IT support, and third-party vendors) to identify and provide solutions, coordinating status updates back to local offices.
Collect data and help produce metrics / Key Performance Indicators (KPIs) (e.g., volumes, turnaround times, SLA adherence, backlog, and recurring issue themes) to show the health of Kapta/Sirion support. Identify and recommend areas of improvement to assist with increasing customer satisfaction and operational effectiveness.
Participate in internal customer focus groups or meetings with APAC local offices to provide process guidance, tips, and training for Kapta/Sirion usage; capture feedback and recurring pain points for management and relevant teams to improve support operations and product adoption.
Job Requirements
Work Experience
1+ Years Help Desk or technical user support experience
Skills & Abilities
Ability to be flexible when needed, take initiative, and demonstrate accountability required
Basic oral and written communication skills demonstrating ability to share and impart knowledge required
Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions required
Ability to set goals, multitask and prioritize workload required
Basic investigative, analytical and problem-solving skills required
Ability to work well within a team environment and participate in department projects required
Ability to balance detail with departmental goals/objectives required
Ability to diagnose hardware and software problems required
Technical Requirements
Microsoft Windows Operating Systems required
Microsoft Productivity Suite required
Network & Microsoft Certified Desktop Support Technician preferred
Previous experience with CRM and/or CLM software preferred
