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

MaxhuntResource Pte Ltd specialize in identifying, sourcing, shortlisting, and interviewing candidates for jobs ( either permanent, temporary or contract staff ) within an organization.

• Our mission is to be a leader in the manpower placement service industry, providing efficient, cost effective and timely personal manpower solutions to our clients.
• Our philosophy is to provide total quality and service solutions. We recognize that people are the backbone of our business whether they be our clients, our applicants or our staffs.
• Our company goal is to gain recognition for our staffing solutions, to discover new opportunities for growth, to support customers’ work-life is our value. Aside from business, we also put great effort to contribute for a better society.