Location
singapore, singapore, Singapore
Posted
July 25, 2026
Job Description
- Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
- Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
- Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.
- Maintain ownership of cases and follow up on reported issues until closure and gather accurate and complete relevant information is recorded.
- Manage customer expectations and notify Team Lead in the event of an unusual surge in calls of a specific nature.
- Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.