IT Support

About the role

Lead and manage the customer support team in providing timely first-level IT support for POS-related issues through phone, ticketing systems, remote support, and on-site service when required, including basic troubleshooting and issue resolution.

Key responsibilities

• Manage support schedules and coverage to ensure smooth service during peak operating hours, weekends, and public holidays.

• Monitor support performance and service levels, ensuring customer issues are properly assessed, prioritised, and resolved within the required timeframe.

• Work closely with the Software Engineering team to troubleshoot technical issues, escalate product bugs, and follow up on resolutions.

• Identify recurring customer issues and provide feedback to the relevant teams for product and service improvements.

• Develop and maintain user guides, knowledge base materials, and simple visual or video tutorials to help customers resolve common issues independently.

• Manage hardware support matters, including spare parts and replacement units, repair arrangements, returns, and coordination with third-party hardware vendors.

• Continuously improve customer support processes and service quality to enhance the overall customer experience.

About you

• Minimum 1 year of customer service or customer support experience.

• Experience in IT Support or B2B Software Support is preferred.

• Experience supporting customers in the F&B or retail industry is an advantage.

• Strong communication and interpersonal skills, with the ability to handle customer enquiries and issues effectively.

• Able to follow up on customer issues independently from initial report through to resolution.

• Strong problem-solving skills with a high sense of responsibility and ownership.

• Basic technical troubleshooting skills, such as analysing error logs or performing SQL queries, are an advantage.

Maxhunt Resource Pte Ltd | EA Licence: 22C1322
Cynthia Lai | Registration No: R25146301