Job Description:
We are seeking a dedicated and customer-focused individual to join our team as a Helpdesk Agent. In this role, you will be responsible for providing essential support to users who require assistance with password resets and basic account access issues. Your primary focus will be on delivering prompt and efficient service while ensuring a positive experience for all users.
*Rotating Shift & Weekend Support Required*
Responsibilities:
- Password Reset Assistance: Respond to user requests for password resets promptly and efficiently, following established procedures and security protocols.
- User Authentication: Verify user identities and ensure proper authorization before processing password reset requests.
- Troubleshooting: Perform initial troubleshooting of basic account access issues to identify potential causes and solutions.
- Documentation: Accurately document all user interactions and resolutions in the helpdesk ticketing system, ensuring thoroughness and clarity.
- Escalation: Escalate complex or unresolved issues to appropriate technical teams or higher-level support personnel as needed, following escalation procedures.
- User Education: Provide guidance and education to users on best practices for password management and account security.
- Customer Service: Deliver exceptional customer service by maintaining a professional and courteous demeanor in all interactions with users, demonstrating empathy and understanding.
- Adherence to Policies: Adhere to company policies, procedures, and security guidelines at all times to ensure the integrity and confidentiality of user accounts and data.
- Continuous Improvement: Actively participate in training and professional development opportunities to enhance skills and knowledge related to password management and user support.
Requirements:
- Education: Diploma or equivalent; additional certifications or coursework in IT or customer service is a plus.
- Experience: 3 years of experience in a customer service or helpdesk role preferred, with specific experience in password reset support highly desirable.
- Technical Skills: Basic understanding of computer systems, networks, and password management principles; familiarity with helpdesk ticketing systems is advantageous.
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to non-technical users.
- Problem-Solving Abilities: Strong problem-solving skills and the ability to troubleshoot and resolve basic technical issues independently.
- Customer Focus: Dedication to providing exceptional customer service and maintaining a positive user experience.
- Team Player: Ability to collaborate effectively with team members and other support personnel to achieve common goals.
- Adaptability: Flexibility to adapt to changing priorities and work effectively in a fast-paced environment.
- Attention to Detail: Meticulous attention to detail and accuracy in documenting user interactions and resolutions.
- Able to commit to rotating shifts & weekend support
- Singaporean(s) Only
If you are passionate about helping users and ensuring their satisfaction through prompt and effective support, we encourage you to apply for this position. Join our team and play a crucial role in facilitating user access and enhancing overall productivity within our organization.
Coen Tay Zhi Xuan (R1989334)
Scientec Consulting Pte Ltd (Scientec Personnel) -11C5781
