Helpdesk Team Lead Singapore

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Helpdesk Team Lead Singapore / Joint the #Giiftteam Singapore

We are looking for an experienced customer service-oriented Helpdesk Team Lead to provide technical support to users in an efficient and accurate manner. Based in our headquarter office in Singapore, you will guide and support our junior agents stationed across the world. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities

· Administrate the Ticketing system

· Organise regular training to the support agents around the world

· Provide first level contact and convey resolutions to customer issues

· Properly escalate unresolved queries to the next level of support

· Track, route and redirect problems to correct resources

· Update customer data and produce activity reports

· Walk customers through problem solving process

· Follow up with customers, provide feedback and see problems through to resolution

· Utilise excellent customer service skills and exceed customers’ expectations

· Build support/guidelines documentation repository

Job Requirements

Proven working experience in providing help desk support

– Proficiency in English

– Proficient in at least 1 helpdesk software in usage and administration

– 3 to 5 years’ experience in helpdesk

– Computer savvy

– Working knowledge of helpdesk software, databases and remote control

– Strong client-facing and communication skills

– Advanced troubleshooting and multi-tasking skills

– Customer service orientation

– Proactive and able to lead and guide junior agents

Please send your application at [email protected]

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