Anna Santos Email & Phone Number

Singapore

Singapore

ZA Tech is headquartered in Singapore. Our 800+ employees (across R&D, Delivery, Sales and Operations) are spread across more than a dozen countries in Europe, Japan, Southeast Asia and Greater China. We enable leading insurers and platforms to unlock the value of digital in insurance, grow ecosystem partnerships and accelerate the go-to-market for a new generation of innovative insurance propositions.ZA Tech is redefining the insurance landscape by enabling digital ecosystems to easily embed relevant protection within their customer journeys.

Singapore

Toku is a leading cloud communications provider in APAC, headquartered in Singapore. We enable companies to streamline their workflow and improve customer experiences by simplifying the process of moving to the cloud. From small businesses to large corporations, we’re proud to enable growth by boosting efficiency.My role and responsibilities;Support the Sales Team from opportunity identification to the closing of deals.Maps customer requirements to the offerings portfolio describing solution and scope of work to meet or exceed requirementsTake lead and/or work as part of a team with other functional teams to review overall solutions taking into consideration the deliverable aspects as well.Supports the Sales Team by providing views and input which is relevant to pricing considerations and provides the necessary technical proposal.Supports Account/Opportunity planning activitiesJointly work with Sales Team in building opportunities / pipeline through a consultative selling approachPositions and leverage solution portfolio of products and services to gain competitive advantage against competition. Promotes services as part of all opportunities where applicable.Supports technical representation in Bid Management and Review process.Review new vendors and technologies jointly with Business Development Team.Conducts training and briefing sessions on relevant solutions to internal teams.

Singapore

The WhatsApp Business Platform gives a medium to large businesses the ability to connect with customers at scale. You can start conversations with customers in minutes, send customer care notifications or purchase updates, offer your customers a level of personalized service and provide support in the channel that your customers prefer to be reached on.My responsibilities include:Providing white-glove support with 100+ weekly cases for the WhatsApp / Messenger / Instagram API Business platform to system administrators and app developers.Investigating support cases across the various Enterprise Messaging products through methods such as debugging API issues in PostmanContributing to the growth of the product by identifying potential bugs in the process with the submission of over 15+ detailed incident reports.Collaborating with management and support to help identify issues and boost visibility of frequently occurring bugs.Mentoring other API Support Specialists to encourage growth and promote consistent support within the team.

Singapore

Run your business as you reinvent it with software, solutions, and services to help evolve to an Autonomous Digital EnterpriseDuties and responsibilitiesAddressing advanced to complex issues by providing courteous, efficient, and professional technical support over the phone and via email to customers across a broad range of industries. Providing support case follow-up until resolution and ensuring proper escalation procedures are followed for unresolved issues.Managing customer expectations and competing prioritiesTroubleshooting: the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.Conducting research on customer incidents, and other duties as assigned.Excellent written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.Escalating issues and working directly with Research and Development to resolve complex support problems.Working on customer support related projects as assigned.

Singapore

Quest solutions help you move, manage and secure your infrastructure —on-premises, in the cloud and across all endpoints. More than 97 percent of Fortune 500 companies trust Quest solutions.Responsibilities• Provide timely troubleshooting and resolution for customer product cases.• Resolves customer inquiries and issues on time, professionally and with a positive attitude to achieve customer satisfaction.• Manages the customer relationship with respect to product issues.• Communicate with product specialists and development to report and investigate customer issues.• Create and modify knowledgebase articles as part of Knowledge Centric Support.• Proactively anticipate and prevent potential customer issues.• Develops, tests and documents workarounds for known product issues. Contributes solutions to the knowledgebase.• Maintains high standards of excellence and strong work ethics.

Singapore

Backup Lead for AsiaPac region for a Pharmaceutical company project (both transformation and steady state)

Ncr - National Capital Region, Philippines

As a deep technical support engineer (L3), I take on a combination of the following responsibilities;Account Champion – Single Point of Contact for any technical issues for a certain account. Knowledge Transition Lead -- Ensure project deliverables (documentation, RTPA, etc) are met in conjunction with transition timelines. Work closely with Transition Manager to properly inbound upcoming account. Problem Management -- Perform proactive analysis of incident data in an attempt to identify recurring incidents or emerging trends Change Management -- Review, prioritize, approve, seek approval and communicate change records that are received via the Change Management Process. Incident Management – Ensure quick and quality resolution of incidents that are escalated to Deep Technical Support. Capacity Management -- Ensure proper and accurate performance monitoring, via standard reporting or other sources (as defined in the SLA). Release to Build and Test – Implement or adapt service support according defined project. Assist and prepare Acceptance-for-Support session. Configuration Management -- Keep Configuration Management tool up to date, as directed by TL or account team. Certified Internal Trainer -- Responsible in conducting process or technical-related trainings to the organization -- Responsible in creating/reviewing modules for trainings Provide documentation and training for L1/L2 -- Follow training plans, requirements and schedules as outlined by the Manager. Create run books for L1/L2 teams’ use Being responsive to clients whilst following the principles and procedures of the quality management system Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit

Ncr - National Capital Region, Philippines

IT executive specializing in Windows Administration. Also, provide time critical support to system users within the business areas, ensuring maximum efficiency to achieve maximum customer satisfaction and strictly adhere to the set procedures and follow the standard guidelines implemented by the company.Provided last line support on desktop/server troubleshooting and timely execution of tasks that will guarantee continuous business operations.Addressed calls for support in accordance with the agreed SLA targets and in monitoring system performance SLAs. These are done by daily performance and capacity inspection and the corresponding analysis on trends.Managed as Premier support for all HSBC Senior Management ensuring effective account management and service delivery.Supported fast growing infrastructure of installation, troubleshooting, preventive maintenance and recovery of diverse systems and equipments of HSBC Group.Provide system administration of various server systems, including installation, configuration, monitoring, and application support.Provide technical support for backup and disaster recovery solutions.Manage daily operational support and support staffs. Assist Team Manager in project management activities (solution design, architecture, and capacity planning, vendor management, relationship management).To maintain internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulator

Philippines