Technical Support Specialist - Security Tech

Certis; Singapore; Presencial; SGD 28.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental allowance

Performance incentives

Descripción de la vacante

Certis Commonwealth Office in Singapore is seeking a focused Customer Support Representative to be the first contact for customers seeking technical help by phone or email. You will help troubleshoot, ask targeted questions, and open the correct support tickets in the system.

Coordinate with maintenance teams, track ticket progress to closure, log events and resolutions, and keep customers updated. Requires at least 1 year in call-centre or customer service, English fluency, and willingness to

Formación

• Minimum 1 year of call-centre and customer service experience.
• Candidates with Engineering or Information Technology background have added advantage.
• Fluent in English, with good communication skills.
• Able to work rotating shifts, including weekends and public holidays.

Responsabilidades

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Assisting customers to troubleshoot the suspected fault through carefully designed questions
• Identifying the issue encountered by the customer and opening the relevant support ticket in system
• Determine the solution based on the issue and details provided by customer
• Planning and tasking of maintenance support teams to align with client’s schedule
• Coordinate with maintenance support team to resolve clients’ concern
• Monitor and follow-up on all outstanding support tickets till closure
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Handling customer complaints or feedback
• Preparation of reports
• Identify and suggest possible improvements on existing processes

Conocimientos

Call centre experience

English fluency

Customer service mindset

Educación

Engineering/Information Technology background

Descripción del empleo

Certis Commonwealth Office in Singapore is seeking a focused Customer Support Representative to be the first contact for customers seeking technical help by phone or email. You will help troubleshoot, ask targeted questions, and open the correct support tickets in the system.

Coordinate with maintenance teams, track ticket progress to closure, log events and resolutions, and keep customers updated. Requires at least 1 year in call-centre or customer service, English fluency, and willingness to