Customer Service Officer ( Technical Support ) at VERTIS DIGITAL PTE LTD

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

26 Apr, 26

Salary

0.0

Posted On

26 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Problem-Solving, Communication, Troubleshooting, Digital Systems, User Experience, Account Access, Platform Navigation, Service Queries, Documentation, Feedback, Empathy, Collaboration, Training, SOPs

Industry

IT Services and IT Consulting

Description

About Us Innovate. Create. Elevate. At Vertis, we believe innovation starts with people. We design and deliver exceptional digital solutions that elevate our clients brands and the experiences they create for their customers. Through technology-driven creativity, we enable meaningful business transformation. Our team is made up of capable, confident, and motivated individuals who collaborate, challenge ideas, and grow together. About the job The Customer Service Officer (Technical Support) plays a critical role as the first point of contact for users of our digital platform(s). This part-time role involves providing front-line customer support, resolving service and basic technical issues, and ensuring a smooth and positive user experience. This role is suitable for fresh graduates or early-career candidates who are keen to build experience in a technology-driven environment. Training and guidance will be provided. Key Responsibilities Serve as the first point of contact for users via email, phone, ticketing systems, and other designated support channels Assist users with account access and login issues, platform navigation, order or transaction-related enquiries, and general service queries Provide first-level technical support and basic troubleshooting for system or platform-related issues Accurately identify user issues, distinguish between user errors and system issues, and provide clear, step-by-step guidance Reproduce reported issues where possible and collect relevant details such as logs, screenshots, or error messages Escalate unresolved or complex issues to internal technical, product, or operations teams with proper documentation Log all support cases accurately in the ticketing system, ensuring correct categorisation, prioritisation, and follow-up Track and follow up on outstanding cases to ensure timely resolution and clear communication with users Maintain clear and detailed records of user interactions, actions taken, and outcomes Support the maintenance and updating of FAQs, user guides, SOPs, and internal troubleshooting documentation Liaise with internal stakeholders including engineering, product, operations, and vendors to resolve user issues Support internal testing or User Acceptance Testing (UAT) activities when required Provide feedback on recurring issues, usability gaps, and opportunities for process or system improvement Ensure adherence to service level targets, data protection requirements, and established SOPs Maintain professionalism, empathy, and composure when handling difficult or escalated user interactions Requirement and Qualification Diploma or Degree in Information Technology, Business, Communications, or a related field preferred Fresh graduates and entry-level candidates are encouraged to apply Relevant internship, part-time, or project experience in customer service, IT support, or digital platforms is an advantage Strong verbal and written communication skills in English Ability to explain basic technical concepts clearly in a user-friendly manner Logical and structured approach to problem-solving Comfortable working with digital systems, dashboards, and admin tools Willingness to learn new systems, workflows, and technical concepts Customer-focused with a positive and proactive mindset Added Advantage Exposure to ticketing systems such as Zendesk, Freshdesk, Jira, or similar tools Basic understanding of web or mobile applications Experience handling customer enquiries in a structured or SOP-driven environment Working Arrangement Part-time, on-site role based in Singapore Minimum 4 hours per day, Monday to Friday Flexible working hours between 10:00am and 5:00pm, subject to operational requirements Benefits Competitive compensation International and multicultural working environment Training and development opportunities Career growth in a fast-growing organisation Our Hiring Process After submitting your application, our Talent Acquisition team will review your profile. If your skills and experience align with the role, well get in touch to discuss the next steps. Please be cautious of recruitment fraud, only engage with emails from our official that end with @vertis.digital domain. Vertis is proud to be an Equal Opportunity Employer. We believe that diversity of thought, background, and experience drives innovation and success. That's why were committed to building and nurturing a team that reflects a wide range of perspectives, abilities, identities, and experiences. At Vertis, every voice matters, and together, we achieve more. We appreciate all applications; however,only shortlisted candidates will be contacted. Thank you for your interest. The use of artificial intelligence tools, including language models such as ChatGPT, during the interview process is strictly prohibited and will result in the disqualification of your application. Singapore Citizens are welcome to apply.

Responsibilities

The Customer Service Officer (Technical Support) serves as the first point of contact for users, providing front-line support and resolving technical issues. This role involves logging support cases, escalating complex issues, and maintaining user interaction records.