Core Competencies:
- Ethics. Works with integrity; Upholds organizational values
- Dependability. Follows instructions, and responds to management direction; results oriented and committed to achieving objectives and tasks as required
- Teamwork and Collaboration. Exhibits objectivity and openness to other’s views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively
- Professionalism. tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration; Accountable for all actions and decisions
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results
Job Overview:
We are hiring a Client-Facing Service Desk Specialist to serve as the first point of contact for our clients, providing professional, timely, and effective support. This role blends customer service excellence with basic technical troubleshooting and requires strong communication, problem-solving, and client relationship skills.
This is a 24/7 operation, and Engaged Staffer (EGGS) will manage the staffing roster to ensure full coverage for the client. Candidates must be open to working shifts, weekends, and holidays as scheduled.
Key Responsibilities:
- Act as the first point of contact for client inquiries via phone, email, chat, or ticketing system.
- Diagnose and resolve basic technical or account-related issues.
- Escalate complex cases to higher-tier support teams.
- Maintain accurate documentation of client interactions and solutions.
- Ensure SLAs and quality standards are met.
- Represent the company in a professional, client-centric manner.
- Adhere to the 24/7 shift schedule and cooperate with roster assignments.
Requirements:
- Excellent English communication (written & verbal).
- Strong customer service skills with a problem-solving mindset.
- Basic IT knowledge or help desk experience preferred.
- Ability to multitask and manage priorities in a fast-paced environment.
- Professional demeanor with high attention to detail.
- Flexibility to work rotating shifts, weekends, and holidays.
Work Setup:
- Fully remote / home-based.
- Full-time, shift-based schedule to meet 24/7 coverage requirements.
Target Hire Profile:
- Candidates with BPO service desk, IT helpdesk, or client support background.
- Strong client-facing communication and a professional, service-oriented approach.
- Comfortable with remote tools and global client interaction.
- Proven reliability in shift-based work environments.
