Location
singapore, singapore, Singapore
Posted
June 29, 2026
Job Description
Job Description
- The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
- 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 elevate 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 and complete relevant information is recorded
- Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature
- Handle initial classification/ prioritization of the incidents
- Track the pro...