Job Description

1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
7. Ensure Email Backlogs are cleared before the following day start of business.
12 hours shift work 12 hours shift:
- Working Hours:
o 12 hours day shift from 7:30 am - 7:30 pm.
o 12 hours night shift from 7:30 pm - 7:30 am.
o Rotation of 2 days' work and 2 days' rest, regardless of Saturday, Sunday and Public holidays.
o Shift allowance will be compensated.
8.5 hours Shift work Core rotating shift:
- Working Hours:
o Monday to Friday: 8.5hr.
? The day shift is between 1 pm - 10:30 pm. The 1-hour unpaid meal break is for dinner.
? The night shift is between 10:30 pm to 8 am. The 1-hour unpaid meal break is for a night snack or supper.
o If a Saturday or Sunday shift is required, the off-in-lieu will be compensated on Thursday or Friday. The total working days will be still 5 days.
o Shift allowance will be compensated for day and night shifts respectively.

Skills Required