JOHN JOHN APOSTOL

Deep understanding of enterprise software and successfully managed tickets, created escalation reports and followed up on issues with customers and the customer experience team.

- Technical expert in Grab's internal product and provided critical support for the company's operations in several countries across the region, including Singapore, Malaysia, Philippines, Indonesia, Thailand, Vietnam, Myanmar, and Cambodia.

- Responsible for assisting user inclusive of device, tools, applications, network and data safety of Grab service

- Collaborate effectively within the tech support team to improve operational efficiency, and provide technical assistance.

- Excellent communication skills and provided guidance to engineering and customer service teams with the validation and deployment of new products and services to ensure trouble-free application changes.

- Diagnosing system errors and technical issues, following up with the customer experience team to ensure full case resolution.

- Improving reliability, stability, and tackling scalability challenges with engineering teams.

- Written, edited, and revised training manuals for team usage and provided advice and support to product, engineering, and operation teams.

- Responsible as on call and working in a team that operates 24 hours.

- Involve in outage call with stakeholders and provide regular updates on the progress of resolving the issue until it is resolved.

- Create, edit and remove Tech support field in Zendesk for reporting and data efficiency.

- Support request with related to internal tools ensuring operation runs smoothly

- Technical, network and application support for various Singapore government agencies.

- First point of contact for all technical, network and application issues for various Singapore - - Government Employees
- Desktop, notebook, printer and PDA maintenance and troubleshooting
- Working with 3rd party vendors to support applications and network

- Email and chat customer care support for international customers, Europe, America and Asia.

- Technical and Software support for wide range of Speakers, MP3 Players, Soundcards, Gaming Headsets, headphones, Webcams.

- Takes ownership from emails and chat coming from multiple countries and provides support and resolution to end-user inquiries.