IT Helpdesk Support (Mandarin Speaking)

Working Location: Ang Mo Kio St 65 Working hours: 8am to 630pm (staggered hours) Scope of Work• Provide quick, responsive, high-quality, and consistent support and customer service. • Perform technical assistance over the phone. • Perform First Call Resolution. • Respond to queries over multiple channels (e.g., phone, WhatsApp chats, and email). • Prompt users with relevant questions to determine nature of issue. • Assist users to resolve technical issues. • Escalate issue to management, Level 2 Support or 3rd party vendors for assistance when problem is complex and beyond Level 1 support within SLA. • Manage third-party vendors for problem resolutions, ensuring timely closure for problem tickets generated • Follow up with users to ensure the issue has been resolved. • Maintain ongoing communication within the team and keep all stakeholders aware of relevant, known issues as well as the steps being taken to resolve them. • Respond to queries over multiple channels (e.g., phone, WhatsApp chats, and email). • Gather feedback from customers. • Keep track and document all issues and resolutions accordingly. • Submit Daily/ Weekly/ Monthly report to customers and/or management team. • Maintain all operations’ standards in relation to customer service and performance as set by the company. • Extraction of voice recording. • Ensure all calls are picked up within 3 rings. Requirement:• Must be Singaporean • Required to be project cleared CAT2 • Diploma in IT Helpdesk is preferred. • Preferred working experience in Call Centre and Helpdesk environment. • Experienced with Microsoft Excel, Words and PowerPoint. • Able to multitask between multiple projects. • Willing to learn, able to work well in a team and be a team player. • Preferably Bilingual, Able to converse in Mandarin (to support Mandarin-speaking users) • Experience with Chatbot and VoiceBot preferred.