IT Project Support Executive

Job Description

As we continue to expand and drive innovation, we are seeking a dynamic and experienced IT Project Support Executive to join our team in Singapore and oversee the support operations for our in-house digital products. As the Project Support Executive, you will be responsible for timely and effective resolution of customer issues and delivering exceptional customer service. The ideal candidate should have a deep understanding of digital products and applications, strong leadership skills, and a passion for customer satisfaction.

Cultivate Connections

• Foster and maintain strong, professional relationships with clients, vendors, and partners.
• Support seamless communication and collaboration across stakeholders.
• Ensure that all project implementations are aligned with company quality standards and client expectations.

Operation Support

• Manage day-to-day support operations for our in-house product, ensuring timely and accurate issue resolution.
• Maintain a high standard of customer service and satisfaction.
• Collaborate with internal teams (engineering, QA, product) to investigate root causes of recurring issues and drive improvements.
• Design and refine support processes to improve efficiency and response times.
• Track and analyze key performance indicators (KPIs) to evaluate support effectiveness and implement corrective actions.
• Create and maintain clear, user-friendly support documentation (e.g., FAQs, troubleshooting guides, knowledge base).

Quality Assurance

• Plan, develop, and execute test plans, test cases, and scripts to validate product functionality and quality.
• Collaborate with product owners, designers, and developers to understand feature requirements and ensure alignment with user needs.
• Verify backlog items and confirm that development meets business and customer expectations.
• Conduct and lead User Acceptance Testing (UAT) for new features or product updates.
• Provide clear feedback to the development team on usability, bugs, and potential improvements.
• Maintain accurate documentation of UAT scenarios, test results, and backlog verification status.
• Communicate QA progress and results to stakeholders in a timely and structured manner.

Versatile Contributor

• Take on additional responsibilities and ad-hoc assignments as needed.
• Adapt quickly to changing project requirements or organizational priorities.

Job Requirements

• Educational Background: Bachelor’s Degree in Information Systems or Business.
• Experience: 2-3 years' experience in the IT industry is preferred.
• Communication: Excellent communication skills are essential.
• Tech-Adept: Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Experience with JIRA or similar Project management tools.
• Attitude: You're organized, meticulous, and always approach tasks with a positive attitude.
• Project Acumen: Strong administrative skills and a general understanding of the project life cycle, project documentation, and project standards.
• Methodologies: Prior experience with SCRUM/Agile methodologies is a plus.