Product Technical Specialist

About the role

As a product technical specialist, you will be joining the key team responsible for assisting MNCs and SMEs merchants across the region to achieve successful digital transformation across instore and online through remote or onsite deployment of hardware and software. You will be the product support specialist in the customer engagement team who is responsible for hardware procurement and deployment for F&B merchants in the F&B industry. There is no need to handle daily customer support calls as this will be handled by a separate customer service team. You will work alongside the customer engagement team to resolve level 2 requests. The scope of this role includes installation, configuration, and maintenance of clients' hardware and software via remote or onsite means during weekday working hours.

Key responsibilities

• Set up IT related hardware and software to ensure functionality, including procurement and setup of basic equipment such as iPads, Printers, Routers, Physical and Digital Displays
• Provide remote or on-site installation of required standard hardware for F&B merchants
• Deliver hands-on training sessions (remote or on-site) to merchants on the use of installed hardware and software prior to go-live
• Prepare and walk merchants through training materials, quick-reference guides, and basic troubleshooting steps
• Confirm merchant readiness and address any final configuration or usability issues ahead of the go-live date
• Provide on-site or remote support during go-live to ensure a smooth transition for the merchant
• Analyse and provide possible solutions to solve user inquiries from customer service team that arise on day-to-day operations
• Provide site support or remote support for troubleshooting and maintenance of hardware and software
• Partner with customer engagement, technical, and support teams to ensure seamless client onboarding and implementation of solutions

About you

• Class 3 Driving License to operate company vehicle
• Relevant experience in an IT Service Desk environment will be an advantage
• Some experience in F&B will be an advantage
• Good understanding of network router and printer hardware configuration
• Analytical, resourceful with troubleshooting and strong problem-solving skills
• Ability to multitask and effectively determine priorities
• Reliable and good team player who can work independently
• Motivated with good interpersonal and communication skills to interact at all levels
• Must be flexible to work on schedules when required
• Willing to learn and adapt to the fast changing IT environment

About us

Headquartered in Singapore, the Getz Group is a dynamic and forward-thinking technology solutions company that specializes in digitally transforming the Food and Beverage (F&B) industry. Committed to excellence and unwavering customer satisfaction, Getz Group takes pride in delivering high-quality products and services tailored to meet the unique needs of clients in Singapore.

Benefits

• Competitive basic salary commensurate with relevant experience
• AWS bonus and annual remuneration progression
• Communication and transportation allowance provided