The 1stLevel Remote Support is required to provide 1st level troubleshooting to user queries/incidents received (regardless of source) in a professional and timely manner. Shift Assignment: Candidate will be assigned to
either the 12-hour rotating shift or the core rotating shift based on business needs . Work performed on Public Holidays will be compensated in accordance with company policy and Singapore Employment Act. Job Responsibilities: Provide First Call Resolution (FCR) technical support via phone and email. Ensure timely responses. Perform first level troubleshooting on all reported incidents and escalate to 2nd level resolver groups as per work instructions. Furnish and submit timely updates to customers on outstanding issues within targeted Service Levels. Maintain ownership of cases and follow-up on reported issues until closure, recording accurate and complete information. Demonstrate customer-centric orientation, manage expectations, and notify Team Lead of unusual sur...