Service Desk Agent: Frontline Tech Support & Escalations

Matrix Process Automation Pte Ltd; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Matrix Process Automation Pte Ltd is seeking a customer support specialist to log, validate and manage calls in the CRM, ensuring timely updates to customers. The role requires clear communication, basic desktop and network support, and the ability to work in a 12-hour rotating shift.

You will collaborate with team members to resolve issues, adhere to policies, and maintain professional conduct while handling inquiries across multiple channels.

Qualifications

• Diploma or Bachelor's degree in a relevant field or equivalent combination of education and experience.
• Ability to communicate at all levels, both technically and non-technical.
• Basic L1 desktop/network support activities.
• Professional and confident with good time management.
• Able to work 12-hour rotating shifts.

Responsibilities

• Log and validate all contacts and manage 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 and procedures.
• Work to achieve individual and team goals.
• Accomplish other duties as required.

Skills

Communication

Time management

Teamwork

Desktop support

Networking basics

Education

Diploma/Bachelor's degree in relevant field

Job description

Matrix Process Automation Pte Ltd is seeking a customer support specialist to log, validate and manage calls in the CRM, ensuring timely updates to customers. The role requires clear communication, basic desktop and network support, and the ability to work in a 12-hour rotating shift.

You will collaborate with team members to resolve issues, adhere to policies, and maintain professional conduct while handling inquiries across multiple channels.