Singapore
As a Technical Support Manager at Turnkey Business Solutions, I lead a team of engineers who provide tech support solutions for over 200 retail accounts in various shopping malls, including Marina Bay Sands. Turnkey Business Solutions is a software consultancy company that builds bespoke Loyalty systems, which transact millions of points in real-time annually. I have over 8 years of experience in this role, managing technical teams, IT operations, SQL, project management, and troubleshooting. What sets me apart is my ability to collaborate with clients, understand their needs, and develop effective plans and solutions. I have built deep business relationships with brands such as Apple, Kering, Richemont, and Swatch Group, delivering exceptional customer support and satisfaction. I also have a keen eye for innovation, regularly brainstorming, gathering data, and evaluating new ideas to enhance our application and website. I hold an AWS Certified Cloud Practitioner and an ITIL 4 ® Foundation certification, demonstrating my proficiency and expertise in cloud computing and IT service management. I am passionate about helping businesses achieve their goals by delivering high-quality tech support solutions that drive business success.
Turnkey Business Solutions is a software consultancy company that builds bespoke Fintech and Loyalty systems. During my time with Turnkey, I am responsible for managing more than 200 retail accounts in various shopping malls including Marina Bay Sands to integrate, onboard and train them in both the Point-of-Sales (POS) and Loyalty programs. My team and I also provide technical support in the operation of our mission critical system which transacts millions of dollars annually. I work closely with many retailers big and small in a front facing capacity, amongst the customers which I have built deep business relationships with include brands such as Apple, Kering, Richemont and Swatch Group and many others. Responsibilities include • Address client’s technical and security concerns when onboarding our platform. • Work closely with clients, understanding their requests and proposing plans and resolutions. • After-sales service includes gathering feedback from clients. Provide assurance that feedback will be taken into consideration and part of our future enhancement. • Strengthen relationships with clients with ongoing communications so most importantly to establish mutual trust. • Performing system and database backup when required. • Monitor infrastructure and critical services to ensure zero to minimal downtime. Troubleshoot root cause and alert respective teams when abnormalities are detected. • Lead a team to perform product testing for new products/functions and escalate any issues to the development team. • Lead and guide a team of engineers to resolve technical problems raised by customers promptly to meet SLA. • Collaborate with R&D team to resolve issues and share customer feedback in an ongoing effort to improve our product. • Data gathering, evaluation and implementation of innovative ideas and intent for our application and website with other teams. • Brainstorming ideas with team for improvement on existing workflow, support procedures and systems.
Responsibilities includes: - On site installation, testing and commissioning of equipment , devices, softwares etc - Provide technical helpdesk support on network and application issues - Respond to site to troubleshoot, diagnose and rectify faults - Liaise and coordinate the recovery of system with distributors or relevant vendor