Job Description & Requirements

• lst level helpdesk to respond to calls
• Provide first call resolution to users who called into our hotline which is public facing, advising on issues
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact
• Perform outbound calls to users who leave callback
• Handle emails as assigned by team leader
• Handle responses via the Chatbot
• Agent would need to be able to take stress of answering calls from members of public" problems and queries.

Requirements:

Open to work in shifts, on weekends and PHs

1. Shift/Work schedule - 44 hours per week. 5.5 days.

2. PH allowance which is $100 for every PH that candidate is scheduled to work

3. Candidate is expected to work on rotating shift. We have a few shift timing below:

• 6.45am to 3.45pm
• 8am to 5pm
• 9am to 6pm,
• 11am to 8pm,
• 12.45pm to 10.45pm

4. Experience in Contact Center Domain.