Helpdesk Support Engineer (CSO)

Peoplebank Singapore Pte Ltd; Singapore; On-site; SGD 29,000 - 47,000; Full time

Job summary

Peoplebank Singapore Pte Ltd is seeking a proactive Helpdesk Support Engineer (1st Level Helpdesk) to be the first contact for users. You will assist via hotline, email and chatbot, provide initial troubleshooting and log all incidents.

Aim for first-call resolution, offer clear guidance, escalate when needed, and collaborate with internal teams to ensure timely resolution. Strong English communication and the ability to stay calm under pressure are essential.

Qualifications

• Excellent communication skills in English (written and spoken).
• Experience with ticketing systems is a plus.
• Ability to handle customer queries calmly under pressure.
• Willingness to work in a fast-paced, customer-facing environment.

Responsibilities

• Respond to inbound hotline calls and emails with professionalism.
• Provide initial troubleshooting and log all incidents.
• Aim for first-call resolution whenever possible.
• Escalate complex issues to internal teams as needed.
• Maintain accurate documentation in the ticketing system.
• Perform outbound follow-up and respond via chatbot as required.
• Collaborate with internal teams to ensure timely resolutions.
• Maintain high customer satisfaction through effective communication.

Skills

Customer service orientation

Clear communication

Problem solving

English proficiency

Team collaboration

Multitasking

Education

GCE O Level / Diploma in any discipline

Tools

Ticketing systems

Chatbot platforms

Job description

We are looking for a proactive and customer-oriented individual to join our team as a Helpdesk Support Engineer (1st Level Helpdesk). You will be the first point of contact for users, assisting them via hotline, email, and chatbot. Your goal will be to provide accurate information, initial troubleshooting, and either resolve issues promptly or escal-ate them appropriately.

Key Responsibilities:

• Respond to inbound hotline calls from the public and aim for first-call resolution whenever possible.
• Offer guidance and advice on common issues or enquiries in a professional and courteous manner.
• Log, escal, and track issues that require further support from internal support/product teams.
• Ensure accurate documentation of each incident or service request in the ticketing system.
• Perform outbound callbacks to users who requested follow-up.
• Respond to customer queries via email and chatbot as assigned by the team leader.
• Collaborate with internal teams to ensure timely resolution of escalated requests.
• Maintain a high level of customer satisfaction through effective communication and service delivery.

Requirements:

• GCE O Level / Diploma in any discipline.
• Excellent communication skills in English (spoken and written); proficiency in other languages is a plus.
• Basic IT knowledge and experience using ticketing systems is an advantage.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Willingness to work in a fast-paced, customer-facing environment.
• Ability to work shift or weekend duties if required.