Service Desk Agent (12/hr Shift)

MATRIX PROCESS AUTOMATION PTE. LTD.; Singapore; On-site; SGD 31,000 - 51,000; Full time

Job summary

MATRIX PROCESS AUTOMATION PTE. LTD. is seeking a customer support professional to log and validate contacts, respond promptly, and resolve a high percentage of issues using the available tools.

You will manage end-to-end calls, provide regular updates, and execute follow-up actions while adhering to policies. A Diploma or Bachelor's degree and strong communication are required; 12-hour shift rotation is expected.

Qualifications

• Requires Diploma or Bachelor's degree in a relevant field or equivalent
• Strong communication skills across levels
• Basic desktop and network support skills
• Team player with ability to work under supervision
• Professional and confident demeanor
• Good time management

Responsibilities

• Log/Validate all contacts in the Call Handling Database
• Answer contacts promptly and professionally
• Resolve a high percentage of customer problems using relevant tools
• Manage end-to-end calls with regular status updates
• Complete follow-on actions as appropriate
• Invoke escalation procedures within defined time frames
• Adhere to account policies and procedures
• Work to achieve individual and team goals
• Accomplish other duties as required
• Willing to work 12 hr rotation shift

Skills

Communication skills

Time management

Team player

Willing to work 12 hr rotation shift

Professional & confident

L1 desktop/network support

Education

Diploma / Bachelor's degree in a relevant field or equivalent combination of education and experience

Job description

• Log/Validate all contacts Call Handling Database
• Answer contacts promptly and professionally
• Resolve a high percentage of customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Complete follow-on actions as appropriate
• Invoke Escalation Procedures within defined time frames
• Adhere to account Policies & Procedures
• Work to achieve individual and team goals
• Accomplish other duties as required
• Diploma / Bachelor's degree in a relevant field or equivalent combination of education and experience
• Ability to communicate at all levels, both technically and non-technically
• Basic L1 desktop/network support activities
• Professional & confident
• Good time management skills
• Ability to perform well as part of a team under direct supervision
• Willing to work 12 hr rotation shift