Assistant Manager, Dto (Helpdesk Support)

We are currently seeking a highly motivated individual in a renewable 1 year contract position. The potential for contract extensions based on performance is available.

In addition to the salary, this position offers various benefits, including:

• Annual wage supplement
  
• Performance bonus
  
• Merit increment
  

Location:
Lifelong Learning Institute, 11 Eunos Road 8, Singapore 408601

Working hours:
8.30am to 6.00pm (Monday to Thursday), 8.30am to 5.30pm (Friday)

Key Responsibilities:

Helpdesk Support:

• Provide first-level support through Freshdesk, ensuring timely and effective resolution of customer inquiries and technical issues.
  
• Troubleshoot and resolve system and CRM-related problems.
  
• Escalate complex issues to relevant technical teams when necessary.
  

Customer Service:

• Act as the front-line representative for customer interactions, ensuring a positive experience.
  
• Address customer concerns and provide solutions in a professional and courteous manner.
  
• Maintain up-to-date knowledge of our products and services to assist customers effectively.
  

Operational Support:

• Support operations within the technical business units, ensuring smooth workflows and processes.
  
• Assist with the implementation and maintenance of system and CRM tools.
  
• Collaborate with technical teams to understand operational requirements and provide necessary support.
  

Administrative Duties:

• Perform general administrative tasks, including documentation, reporting, and scheduling.
  
• Manage and organize records and databases related to customer support and operations.
  
• Assist in the preparation of reports and presentations for management.
  

Collaboration and Product Enhancement:

• Partner with business units to identify areas for product improvement and enhancement.
  
• Provide feedback and insights from customer interactions to help refine products and services.
  
• Participate in team meetings and contribute to discussions on product development and innovation.
  

Requirements:

Experience:

• Minimum of 2 years experience in a helpdesk support role.
  
• Proven experience with Freshdesk and CRM systems preferred.
  

Skills:

• Strong customer service orientation with excellent communication and interpersonal skills.
  
• Proficiency in troubleshooting and problem-solving.
  
• Ability to manage multiple tasks and prioritize effectively.
  
• Detail-oriented with strong organizational skills.
  
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).