Overview
Service Desk Agent | Yearly renewable contract | Up to 2.8k
Mon-Fri: 08:30 AM to 6:00 PM; Sat/Sun/PH: rotate to cover alt Sat/Sun/PH from 08:30 AM to 6:00 PM.
Responsibilities
Provide First Call Resolution (FCR) technical support via phone and email.
Ensure calls are answered and emails are responded in a timely manner.
Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.
Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information.
Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
Handle initial classification/prioritization of the incidents.
Track the progress of resolution and provide regular updates for follow-up actions and incident status.
Important notices
We regret to inform that only shortlisted candidates will be notified.
This role is in partnership with Employment and Employability Institute Pte Ltd (“e2i”).
e2i is the empowering network for workers and employers seeking employment and employability solutions, and serves as a bridge between workers and employers offering job-matching, career guidance and skills upgrading services, and addressing manpower needs through recruitment, training and job redesign solutions.
By applying for this role, you consent to e2i’s PDPA.
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