Helpdesk Support Engineer (CSO)

We are seeking a motivated and customer-focused professional to join our organization as a Helpdesk Support Engineer (1st Level Helpdesk). In this role, you will serve as the primary contact for users, providing assistance through hotline, email, and chatbot channels. Your objective will be to deliver precise information, perform initial troubleshooting, and either swiftly resolve issues or escalate them as needed.

Key Responsibilities:

• Handle incoming hotline calls from the public, striving for first-call resolution whenever feasible.
• Provide professional and courteous guidance on common issues or inquiries.
• Document, escalate, and monitor issues that require additional support from internal support/product teams.
• Ensure thorough documentation of each incident or service request within the ticketing system.
• Conduct outbound callbacks to users who have requested follow-up.
• Address customer inquiries via email and chatbot as delegated by the team leader.
• Work collaboratively with internal teams to guarantee timely resolution of escalated requests.
• Maintain a high standard of customer satisfaction through effective communication and service delivery.

Requirements:

• GCE 'O' Level / Diploma in any field.
• Exceptional communication skills in English (both spoken and written); proficiency in additional languages is a bonus.
• Basic IT knowledge and familiarity with ticketing systems are advantageous.
• Strong problem-solving abilities and the capacity to remain composed under pressure.
• Readiness to work in a dynamic, customer-facing setting.
• Willingness to work shifts or weekends if necessary.