Call Centre(12hrs Shift job)

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 20,000 - 29,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. is seeking a Servicedesk Engineer / Call Centre on a 12-hour shift to provide first level remote support from Depot Road, Singapore.

You will troubleshoot user queries and incidents, deliver first call resolution, and ensure timely responses by phone and email. The role requires a Diploma in IT, at least 1 year of end-user support experience, and knowledge of Windows OS, Active Directory, Outlook, and mobile devices.

Qualifications

• Diploma in IT related fields is required.
• Min 1 year end user support experience.
• Windows OS, Active Directory, MS Outlook and mobile devices knowledge.
• Customer service experience in non-tech call center is not considered.

Responsibilities

• Provide 1st level remote support for user queries/incidents.
• Perform first call resolution (FCR) via phone and email.
• Answer calls and respond to emails promptly.
• Escalate to 2nd level resolver groups per instructions.
• Provide timely updates to customers within service levels.
• Maintain ownership of cases through to closure.
• Notify Team Lead of unusual surge in calls.
• Initial classification/prioritization of incidents.
• Track progress and update on incident status.

Skills

Windows OS

Active Directory

MS Outlook

Mobile devices

Education

Diploma in IT related fields

Job description

Role: Servicedesk Engineer /Call Centre(12hrs Shift job)
Location: Depot Road

Job Description:

The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)

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 and complete relevant information is recorded

Manage customer expectations and notify Team Leadin 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

Qualifications:

Min Diploma in IT related fields

Min 1 year End user support experience, Desktop or Technical Service Desk

Customer Service Experience in nontech call center environment will not be considered

Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support