Helpdesk Operations Management

**A**bout the Company**:
Founded and based in Singapore, Agridence brings you the future of commodities trading. We are at the forefront of digitalising the agri-commodities supply chain across the globe to create a data-enriched and technology-powered ecosystem. This digital transformation enables deeper analysis of the supply chain to uncover environmental, social and financial risks allowing targeted interventions.

At Agridence, we use technology to enable data transparency and strengthen trust. We provide industry intelligence and insights to empower our customers to make smarter decisions. We strive to identify issues and deliver solutions that will redefine how commodities are produced and traded.

**Job Summary**:
The Helpdesk Operations role will be responsible for ensuring smooth operations of technical helpdesk services, handling complex incidents and providing support to the customers. This incumbent is also responsible for delivery exceptional customer service and effectively resolving technical issues.

**Key Responsibilities**:

- Daily usage of Helpdesk ticketing system (Zendesk), ensuring efficient ticket routing, prioritization, resolution, in line with required service level agreement.
- Analyse trends, identify root causes of recurring issues, and work with internal teams to develop proactive solutions that minimize future occurrences.
- Establish, maintain and review key performance indicators (KPIs) to measure team performance, service quality, and customer satisfaction to ensure they are aligned with evolving business needs.
- Stay up-to-date on emerging technologies and industry best practices in IT support, implementing innovative solutions to improve service delivery.
- Work with internal teams in helping customers through their onboarding and continuous education of new functions that the Company is offering on the online platform that the Company has built for the customer.

**Communication and Collaboration**:

- Foster strong communication channels within the Helpdesk team and collaborate effectively with other departments (Product team, Technical team, external client support teams) to ensure seamless technical support across the organization.
- Act as a liaison between the Helpdesk team and customers, managing expectations and ensuring timely resolution of technical issues.
- Effectively communicate complex technical information to non-technical audiences, providing clear and concise explanations.
- Identify Frequently Asked Questions (FAQ) and turning it into resources which would be helpful to customers when they counter any issues.

**Technical Expertise**:

- Possess a strong understanding of IT service management principles
- Maintain a working knowledge of various software and hardware systems commonly used within the organization.
- Effectively troubleshoot and diagnose technical issues, escalating complex problems to the appropriate teams for resolution.

**Qualifications and skills**
- About 2-4 years of relevant experience. Those with more years of experience will be considered for Senior Executive role.
- Excellent analytical and problem-solving skills, with a focus on root cause analysis and proactive solutions.
- Exceptional communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical audiences in Mandarin (a must to liase with Chinese speaking associates) and English language. Proficiency in Spanish, French, Thai or Malay is desirable but not compulsory.
- Proficiency in MS Office Suite, and familiarity with Zendesk ticketing system are preferred but not required.