Technical Support & Customer Care Specialist

CERTIS CISCO MANPOWER PTE. LTD.; Singapore; On-site; SGD 19,000 - 28,000; Full time

Job summary

Certis is seeking a customer-focused service professional to join our Singapore contact centre, based at Certis Commonwealth Office. The role centers on delivering high-quality customer support and ensuring smooth service delivery in a dynamic security services environment.

You will be the first point of contact for customers, guide them through troubleshooting steps, open and manage support tickets, coordinate with maintenance teams, and ensure timely resolutions while maintaining clear logs

Qualifications

• At least 1 year of call-centre or customer service experience.
• Fluent in English.
• Willing to work rotating shifts, including weekends and public holidays.
• Engineering or Information Technology background advantageous.
• Based at Certis Commonwealth Office.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Assist customers to troubleshoot the suspected fault through carefully designed questions.
• Identify the issue and open the relevant support ticket in the system.
• Determine the solution based on the issue and details provided by customer.
• Plan and task maintenance support teams to align with client's schedule.
• Coordinate with maintenance team to resolve client concerns.
• Monitor and follow-up on all outstanding tickets until closure.
• Record events, problems and resolutions in logs.
• Follow-up and update customer status and information.
• Handle customer complaints or feedback.
• Prepare reports.
• Identify and suggest improvements on existing processes.

Skills

Call centre experience

Customer service

English fluency

Shift work

Team player

Engineering/IT background

Education

Engineering or IT background

Job description

Certis is seeking a customer-focused service professional to join our Singapore contact centre, based at Certis Commonwealth Office. The role centers on delivering high-quality customer support and ensuring smooth service delivery in a dynamic security services environment.

You will be the first point of contact for customers, guide them through troubleshooting steps, open and manage support tickets, coordinate with maintenance teams, and ensure timely resolutions while maintaining clear logs