Customer Service Executive(IT)

Key responsibilities

• Provide remote support and troubleshooting to customers facing issues with the POS system
• Guide customers step-by-step through system issues via phone, chat, or other remote communication channels
• Handle issues that cannot be resolved by the support team and escalate technical cases to the Development / Technical Team when necessary
• Act as the first point of contact / Level 1 Support for customer enquiries and system-related issues
• Work closely with developers to communicate, follow up, and resolve technical problems
• Collect and analyse customer feedback, common issues, and feature requests, and share insights with the relevant internal teams
• Monitor customer support quality and improve support processes and customer experience
• Lead and manage a remote customer support team, ensuring timely and effective customer assistance

Job Requirements

• Minimum 2 years of experience in Customer Service, Customer Success, or Technical Support
• B2B Customer Service experience is required.
• Candidates with an IT / Technical background and customer service experience in either B2B or B2C are welcome.
• Comfortable providing remote troubleshooting and technical guidance to customers
• Able to communicate effectively with both customers and internal technical/development teams
• Strong problem-solving, communication, and customer management skills
• Experience in POS systems, SaaS, software, or IT-related products will be an advantage