HelpDesk Customer Support

2 weeks ago

Singapore ELLIOTT MOSS CONSULTING PTE. LTD. Full time
Roles & Responsibilities

Job Desccription:

We are seeking a dedicated and customer-focused HelpDesk Customer Support Consultant to provide exceptional first-level support to users through calls, emails, and chat. This role involves managing public-facing inquiries, resolving issues, and liaising with internal teams to ensure timely resolution. The ideal candidate must possess excellent communication skills, a customer-centric approach, and the ability to handle high-pressure situations effectively.

Key Responsibilities:

  • Serve as the first point of contact for users by responding to calls, emails, and chatbot queries.
  • Provide first-call resolution for users calling into the public-facing hotline, offering advice and solutions to resolve their issues promptly.
  • Liaise with other support or product teams to escalate and resolve user requests/issues in a timely and efficient manner.
  • Ensure proper documentation, notification, escalation, tracking, and follow-up for all incidents.
  • Make outbound calls to users who request callbacks, ensuring their concerns are addressed.
  • Handle emails and other tasks as assigned by the team leader to ensure smooth operations.
  • Monitor and respond to queries via the chatbot platform, maintaining professionalism and accuracy.
  • Maintain composure and professionalism while managing calls and queries from members of the public, even during high-pressure situations.

Requirements:

  • Proven experience in a helpdesk or customer support role.
  • Excellent verbal and written communication skills with the ability to handle inquiries professionally and empathetically.
  • Strong problem-solving skills and the ability to provide solutions promptly.
  • Ability to manage stress effectively and maintain focus while handling a high volume of calls and inquiries.
  • Familiarity with helpdesk tools and ticketing systems is a plus.
  • Ability to work collaboratively with team members and other support teams.

Preferred Skills:

  • Experience handling public-facing customer support inquiries.
  • Knowledge of chatbots and email management systems.
  • Ability to work in a fast-paced environment while maintaining attention to detail.

Tell employers what skills you have

Excellent Communication Skills
Troubleshooting
Hardware
Ticketing
Stress
Customer Support
Ticketing Systems
Customerfocused
Attention to Detail
Service Desk
Windows
Mobile Devices
Team Leader
Customer Service
Technical Support

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