Customer Support Manager / Assistant Manager (L1)

job description

Responsibilities :

• To Head the Technical Service & Support team (TSS) on overall Support operation, provide L1 technical support for machines an system meeting SLA.
• Ensure commissioning and installation of machines and systems are completed within the scheduled time and meeting requirements
• Ensure all customer feedback or complaints are conveyed to related personnel, both support manager and sales account manager.
• To set TSS monthly roster and to oversee Support daily operation.
• To ensure TSS SOP and Code of Conduct are adhered at all time.
• To verify all TSS “JOB SHEET” of the work and mileage claim on weekly basis prior to submission for superior approval.
• To prepare all TSS operations related reports timely for submission.
• To ensure subordinate reports are produced timely for CS Manager's verification / approval prior to submission.
• To manage the team for relocation, commissioning and installation of machines, ETG and systems for overseas and local market.
• To manage the team to deliver on time technical support to overseas casino / club for company’s machines, ETG and systems ensuring SLA for L1 support is met.
• To be responsible in arranging the team in carrying out product upgrade on site, e.g. machine game change and system software upgrade / testing.
• To provides new sites on-site training to customers on game functionality and operation.
• To provides devise conversion instructions for configuration comparisons or hardware upgrade / downgrade changes.

Requirements :

Company Background

This is a creative and innovative company in gaming industry serving clients across the SEA region with HQ in Singapore.