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