Singapore at sunset

Meet the OpenAthens team members in Singapore

19 July 2022 | Lauren Harding, senior marketing officer

At OpenAthens, our goal is to give you the very best service, from start to finish. Our support team ensure that we maintain our international standards and gold standard customer service. We now have OpenAthens team members in Singapore!

The OpenAthens service desk provides 1st and 2nd line support to customers in over 65 countries. Our support team strives to deliver the best possible experience for our customers. You can access our service portal 24/7 x 365. 

Meet the Team - Lim Pier Jiunn 

Tell us a little about your role

I have several key roles at OpenAthens.  My primary position is second line support but I also work as a technical pre-sales consultant. I support partners and customers across our company’s different regions and time zones. Soon I will be involved in day-to-day line support management.  

What are your hobbies and interests?

In my spare time, I love traveling. One of the most memorable places I’ve visited is New Zealand! When I’m at home in Singapore, I enjoy cycling, cooking, and reading. At the moment, I’m really enjoying self-improvement and leadership books.  

What’s your proudest achievement?

My proudest achievement is my successful career transition across industries, as a technical support specialist. Having never worked in a role like this before, there is a lot for me to learn. However, I adapt quickly and I am enjoying my new position.  

What’s the best piece of advice you’ve been given or could give?

The best advice I could give to anyone applies not just in the workplace but also, to life.  Be kind, be humble and be respectful.  

Who inspires you?

I’m not inspired by any one person, but by those surrounding me. I love working alongside optimists. Passion and kindness are admirable qualities. I find myself inspired by anyone with positive attributes.  

What do you think the future of the industry will look like?

Regarding the future of tech in general, I believe we are close to realizing the virtual world (metaverse). I think the wave of Web 3.0 (decentralized, blockchain), IT Security & user privacy are on the horizon. 

On a separate note, I’m excited for the future of OpenAthens. It’s great working for a company where there is innovative progression. 

Meet the Team – Nelson Ng 

Tell us a little about your role

Having just started at OpenAthens, I’m currently a Level 1 tech support.  

What are your hobbies and interests?

Outside of work I love doing Chinese martial arts. When I’m not being active, I like to eat good food in Singapore and watch Sci-Fi movies.   

What’s your proudest achievement?

I’m particularly proud of the contributions I have made to my team at OpenAthens. I enjoy sharing my ideas and it’s great seeing them come into fruition. I’m also proud of the amount I have learnt during my short time at OpenAthens. I only joined in April, and career progression excites me. 

What’s the best piece of advice you’ve been given or could give?

My best two pieces of advice are: never give up on pursuing what you want and always be humble. There are many teachers around you offering different perspectives and contributing to different aspects of your life.  

Who inspires you?

My biggest inspiration was my childhood friend Chuag. We grew up together in Hong Kong. He taught me about the tech industry and Chinese Martial Arts. Chuag tragically died of a heart attack. However, his influence still plays a big role in my life.  

What do you think the future of the industry will look like?

Tech is booming now and so the industry has really great potential. Also, the speed with which technology is developing keeps my work exciting as there is lots more to learn. I love the space that OpenAthens assumes in the industry as it exists in a very special niche.  

The OpenAthens support team

Our support team spans different locations and time zones. We are now supporting more than 2,600 organizations in over 65 countries, giving access to knowledge to over five million end users worldwide.  

One of the challenges of this is that our international customers and partners need local support in their own time zone and language. Lack of localized support reduces the ability for companies to resolve issues in a timely manner and meet their service promise. This can impact customer trust and sales in new territories.  

We are currently working on extending our technical support team to the Asia Pacific Region. With the growth in demand for OpenAthens in the Asia-Pacific region, the company chose to locate its new customer support team in Singapore. The choice of country came about mainly due to the ease of setting up an overseas subsidiary there, but also because of its skilled and technology-driven workforce.  

Customer experience is always a top priority at OpenAthens. We have made sure to invest in team members with local language skills, who can communicate effectively with customers in the Asia-Pacific region.  

Our service desk opening hours have been extended. Our team will be on hand 20 hours a day, Monday to Friday from 02:00 - 22:00 UK time. This represents a 33% increase over current support hours.

Customer support team