Key Responsibilities

• Handle incoming calls and email enquiries from students, lecturers and school administrators regarding the learning portal and related services.
• Provide first-level assistance and basic troubleshooting for common issues, including login difficulties, password resets and authenticator-related enquiries.
• Guide users through common platform functions and provide clear, step-by-step instructions.
• Provide basic classroom support by monitoring AV equipment, including microphones, speakers, cameras and projectors.
• Identify, document and communicate issues raised by end users, escalating unresolved matters to the relevant support teams.
• Monitor classroom support records and follow up on reported issues to ensure timely resolution.
• Maintain a professional and helpful approach when assisting users.

Requirements

• Strong verbal and written communication skills.
• Good customer service orientation with a friendly, patient and approachable personality.
• Able to articulate information clearly and explain solutions in a simple and easy-to-understand manner.
• Good problem-solving skills with the ability to think independently and take initiative.
• Basic computer literacy and familiarity with common applications such as Microsoft Outlook.
• Prior experience in customer service, call centre, helpdesk or IT support will be an advantage.
• Willingness to learn and adapt to new systems and processes.
• Comfortable working onsite at the designated campus location and on rotating shifts, including occasional weekends.