Helpdesk Support Agent – Public Hotline (Shift-Based)
- Singapore
- Contract
- Full-time
📍 Location: Singapore
🕒 Employment Type: Full-Time
📅 Work Schedule: 44 hours per week, 5.5 days/week, rotating shifts including weekends & public holidaysAbout the Role
We are looking for a customer-focused Helpdesk Support Agent to join our frontline support team. This role involves handling public-facing hotline calls, providing first-level resolution, and ensuring timely follow-up through various support channels (calls, emails, chatbot). The ideal candidate is calm under pressure, has excellent communication skills, and is comfortable working in a shift-based environment.Key Responsibilities
- Respond to public hotline calls as the first point of contact.
- Provide first-call resolution for common issues and user inquiries.
- Escalate and liaise with support or product teams to resolve more complex issues.
- Document, escalate, track, and follow up on incidents using internal tools.
- Make outbound calls to users who request callbacks.
- Handle emails and chatbot responses assigned by the team leader.
- Maintain professional and empathetic communication with members of the public.
- Manage high call volumes and work calmly under pressure.
- 44 hours per week over 5.5 days
- Candidate is required to work on rotational shifts, including weekends and public holidays
- Shift timings include:
- 6:45 AM - 3:45 PM
- 8:00 AM - 5:00 PM
- 9:00 AM - 6:00 PM
- 11:00 AM - 8:00 PM
- 12:45 PM - 10:45 PM
- Previous experience in a helpdesk, call center, or customer service role
- Strong verbal communication skills and the ability to stay composed during high-stress interactions
- Ability to multitask and follow up on multiple issues simultaneously
- Comfortable with shift work and interacting with the general public
- Strong documentation and escalation practices