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