TeamMate is the world’s leading audit management system, marketed to Internal Audit, compliance and investigation teams in both corporate and public sector organizations.

• The role is responsible for providing support to local and regional clients on technical and product specific issues via telephone and E-mail. Has the knowledge and experience to resolve client problems and to complete projects as an individual contributor and as a team. May provide remote technical and application support to customers, by phone and/or remote system access and/or on-site. Must maintain strong knowledge of product specialty and product as well as ancillary products. Understands related issues presented by clients and can correlate issues quickly to products. Resolves unique or complex inquiries by researching technical publications, product guides and by working independently on common inquiries. Assists in testing products prior to product releases. Writes process/guidelines for new problem support issues and reports issues to product development team.
• This position is directly accountable for the customer’s support experience as they contact TeamMate with questions and issues as well as escalated customer issues within TeamMate Support. As such, this position is to identify a potential sales or services opportunity and hand it over to Sales or Professional Services Team accordingly. This position must use the endorsed tools by entering information timely, accurately and completely. Participation in a team environment is heavily relied upon, as is the ability to work independently and solve problems with no obvious solution. This position must maintain current technical skill sets for the supported environments
• The person in this position also works closely with Professional Services Team as they are too accountable to clients in technical perspective

• Supports with an understanding of the operational aspects of the software products.
• Providing a high quality of support services to both clients and internal team.
• Handles customer inquiries via phone, E-mail or other electronic medium.
• Liaise with clients to inform of progress, request information, manage expectations and close out issues in a timely manner.
• Log, track and update tickets in our issue tracking system (Salesforce)
• Maintains a high level understanding of industry technologies and how audit management software interacts with them.
• Resolves more complex or unique customer problems using advanced troubleshooting, customer service, and technical skills. (Application, technical and database)
• Liaise with internal escalation, development and functional teams for issue resolution
• Provide on-site support (local and overseas) as and when required.
• Configures and utilizes VMware based (virtual machines) testing environments for problem replication.
• Contribute to the richness of the in-house knowledgebase with up-to- date solutions
• Educates customer on products and services offered.
• Ability to interpret technical documentation from Software Development.
• Completes special projects as assigned.
• Understands and utilizes internal tools for documentation and record keeping.
• Works on issues by performing team-based analysis and works with others within group to solve the problem.

• May monitor voice and email messages as needed.
• Potential QA testing of applications prior to public release.
• Ability to work extended hours as necessary to meet business commitments.
• Testing, identification and reporting of system usage, bugs or trends.
• Performs presentations and trainings to peers and others.
• Establish and maintain excellent working relationships with clients and colleagues.
• Contribute ideas toward process improvements to improve customer experience.
• Assisting in the set up and maintenance of internal regional TeamMate software.
• Participate in seminars and user conferences with the provision of client technical training and support Q&A.

KNOWLEDGE/SKILLS/EXPERIENCE

• BA/BS degree in Computer Science, BCIS or related field or equivalent work related experience.
• Minimum 5 years of experience working in a technical support environment
• Solid skills in Windows (8/10 and Server 2012 & 2016) operating systems, Internet Explorer (10, 11 & Edge), Chrome, web servers (IIS 7.5 & 8), Networking, Microsoft Office.
• Experience in handling mission critical applications operating in large/complex IT infrastructures
• Good knowledge and experience with web applications and web servers.
• Excellent communication and customer service skills including empathetic and active listening, and the ability to clearly and patiently articulate solutions to end-users at all levels
• Strong analytical thinking and diagnostic skills
• Superior demonstration of client management skills
• Individual and team-based problem-solving skills.
• Excellent writing skills—ability to communicate application and technical issues in written format.
• Projects a professional image.
• Must possess a desire to learn and develop skills necessary for ongoing success
• Must be able to work independently and display initiative
• Must be driven, proactive and dedicated to achieving results
• Must be able to quickly and accurately perform root cause analysis
• Ability to formulate solutions to an issue based upon the information at hand
• Ability to approach a problem with an open mind to find creative solutions

KT Consultancy Co., Ltd. established in 2015, provides software solutions and services, by connecting technology and knowledge to help clients solve issues. Advising to discover every opportunity, implement strategies and manage potential risks.

KT Consultancy Co., Ltd. is certified partner to sell and implement internal audit management solutions in the region. This partnership comes after many successful projects for various clients’ industries.We help the internal audit functions reduce risk by introducing and delivering enterprise-wide support.