Contract: 1 year

Location: Bedok

Salary budget: Up to 3.2k + performance bonus + Shift allowance

Working hours: 12 hr shift/ 8.5 hrs shift

• 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 escalates 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 is recorded.
• 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 resolu...