IT Support

Job Responsibilities

• 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.
• 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.

Requirements

• 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.

Pay: $2,800.00 - $4,000.00 per month

Work Location: In person