SOFTWARE SUPPORT EXECUTIVE

Job Responsibilities

Provide day-to-day technical support and troubleshooting to customers via phone, ticketing system, remote support tools, and on-site support when required

Lead and coordinate the customer support team to ensure customer issues are handled promptly and effectively

Plan and manage support duty rosters to ensure adequate service coverage during lunch and dinner periods, weekends, and public holidays

Monitor support cases and ensure response and resolution timelines are achieved according to internal service standards

Diagnose and classify customer issues, including user operation issues, system configuration problems, hardware-related issues, and software bugs

Perform initial troubleshooting and root-cause analysis before escalating confirmed software bugs or complex technical issues to the development team

Work closely with the development team to track escalated bugs and technical issues through to resolution and closure

Identify recurring or high-frequency customer issues and provide feedback to the product and development teams for product and system improvements

Assist customers with software setup, system configuration, user access, application usage, and other system-related enquiries

Create and maintain customer-facing knowledge base materials, troubleshooting guides, operating instructions, short instructional videos, and visual step-by-step guides to reduce repeated support requests

Conduct basic system training and software onboarding for customers and users when required

Maintain accurate records of support tickets, troubleshooting steps, resolutions, customer communications, and follow-up actions

Manage hardware spare parts, backup devices, and replacement unit inventory

Coordinate hardware repairs, warranty claims, return-to-vendor processes, and replacement arrangements with third-party hardware suppliers

Work closely with internal teams, including development, operations, and implementation teams, to resolve customer issues and ensure smooth system operations

Provide customers with timely updates on issue status, troubleshooting progress, and resolution

Assist with software deployment, system implementation, testing, and verification of bug fixes or new features when required

Monitor common support issues and prepare reports on support cases, recurring problems, outstanding issues, and service performance

Stay updated on company software products, system updates, technical documentation, and troubleshooting procedures

Perform other ad-hoc software support and operational duties as assigned by management

Job Requirements

At least Diploma in Information Technology, Computer Science, Information Systems, or a related discipline

Minimum 1 year of relevant experience in B2B software support, IT support, application support, helpdesk, or customer-facing technical support

Possess experience in leading cross-functional teams to achieve business objectives and mentoring and coaching team members to enhance their skills, performance, and professional development

Experience supporting business software, SaaS platforms, POS systems, or other IT solutions will be an advantage

Good written and verbal communication skills in English and Mandarin to communicate with English- and Mandarin-speaking customers and internal stakeholders

Strong communication, coordination, and problem-solving skills

Responsible, proactive, and customer-focused, with a strong sense of ownership in following customer issues through to resolution

Able to perform basic technical troubleshooting and systematically identify possible causes of software, system, or hardware issues

Basic knowledge of application logs, error messages, databases, or SQL queries will be an advantage

Experience supporting customers in the F&B, restaurant, retail, or multi-outlet business environment will be an added advantage

Familiarity with ticketing systems, helpdesk platforms, remote support tools, or CRM systems will be an advantage

Able to manage multiple customer cases, prioritize urgent issues, and work effectively in a fast-paced support environment

Able to work independently and collaborate effectively with technical and non-technical teams

Willing to learn new software products, systems, and troubleshooting procedures

Willing to provide on-site customer support beyond office hour

Willing to work beyond normal working hours, including weekends and public holidays, when required to support business operations

6-day work week

HD CONTRACTOR PTE LTD is established in the year 2010 as a General Construction Company providing one stop service for all elements of the construction process of planning, design, construction to maintenance and operations. HD Contractor Pte Ltd has obtained BCA Green Building CW01-B2 grade, Builder License GB1, ISO 9001, ISO 14001 & ISO 45001, with a paid-up capital of $ 5 million.