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Youth Corps Singapore
Technical Support

Helpdesk Support Tech Empowered (Octopus8 Private Limited)

Minimum Qualifications

No minimum education

Social Causes

Community & Culture

Seniors

No. of Vacancies: 3

Organisation Overview: Octopus8 is a Singapore-based social enterprise and NCSS Green Lane pre-qualified provider delivering CRM, donor, volunteer and case management systems, plus AI-powered omnichannel contact centre solutions, to government agencies and charities.

Brief Description: Frontline Helpdesk Support in our AI-powered contact centre, supporting government agency and charity clients across voice, email and chat. Interns diagnose and resolve issues in real time and work with OctoSage AI, Amazon Connect, knowledge bases and CRM workflows with PDPA-compliant data handling. The structured programme progresses from supervised support to independent case handling, quality assurance, training others and leading a shift pod.

Roles and Responsibilities:

1) Serve as frontline helpdesk support across voice, email and chat, logging every interaction in the CRM to service standards

2) Diagnose and resolve issues in real time, escalate where necessary, and follow through to closure with clear communication

3) Support and tune OctoSage AI, Amazon Connect, knowledge bases and CRM workflows, applying PDPA-compliant data handling

4) Monitor and analyse interaction data and key customer metrics to identify improvements to the overall customer experience

5) Propose and build automation or knowledge base fixes that multiply the team's output

6) Participate in quality reviews, roster duties and continuous improvement projects with the CX operations team

Learning Objectives and Outcomes:

1) To be exposed to a live 24/7 contact centre serving government agencies and charities

2) To be able to deliver professional customer service across voice, email and chat channels

3) To apply AI and data analytics tools such as OctoSage AI, Amazon Connect and CRM in customer experience management

4) To participate in quality assurance reviews, training delivery and coaching of new interns

5) To learn how to handle personal data in compliance with the PDPA

6) To gain knowledge in team leadership, KPI tracking and running a capstone improvement project

Duration of Internship: 6 months

Daily Working Hours: Mon-Fri, 8.30am - 6.00pm

Will this internship require weekend work?: No weekend work required

Requirements (if any):

No of Vacancies: 3

Please read the following to apply for the internship:

  1. Click here (opens in new tab) for the application form.

  2. Select the number of internship roles you wish to apply for at "Number of Internship Role(s) to Apply For".

  3. Copy and paste Helpdesk Support Tech Empowered (Octopus8 Private Limited) into the "Internship Role" field.

For further enquiries on the internship role, please email youthcorps_communityinternship@nyc.gov.sg