Helpdesk Support Agent – Public Hotline (Shift-Based)

Helpdesk Support Agent – Public Hotline (Shift-Based)
📍 Location: Singapore

🕒 Employment Type: Full-Time

📅 Work Schedule: 44 hours per week, 5.5 days/week, rotating shifts including weekends & public holidays
About the Role

We are looking for a customer-focused Helpdesk Support Agent to join our frontline support team.

This role involves handling public-facing hotline calls, providing first-level resolution, and ensuring timely follow-up through various support channels (calls, emails, chatbot).

The ideal candidate is calm under pressure, has excellent communication skills, and is comfortable working in a shift-based environment.

Key Responsibilities

Respond to public hotline calls as the first point of contact.

Provide first-call resolution for common issues and user inquiries.

Escalate and liaise with support or product teams to resolve more complex issues.

Document, escalate, track, and follow up on incidents using internal tools.

Make outbound calls to users who request callbacks.

Handle emails and chatbot responses assigned by the team leader.

Maintain professional and empathetic communication with members of the public.

Manage high call volumes and work calmly under pressure.

Shift & Work Schedule

44 hours per week over 5.5 days

Candidate is required to work on rotational shifts, including weekends and public holidays

Shift timings include:

6:45 AM – 3:45 PM

8:00 AM – 5:00 PM

9:00 AM – 6:00 PM

11:00 AM – 8:00 PM

12:45 PM – 10:45 PM

Ideal Candidate Previous experience in a helpdesk, call center, or customer service role Strong verbal communication skills and the ability to stay composed during high-stress interactions Ability to multitask and follow up on multiple issues simultaneously Comfortable with shift work and interacting with the general public Strong documentation and escalation practices

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