Customer Support Solutions Specialist
EPOS Pte. Ltd.
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Benefits offered by this job
Job summary
EPOS Pte. Ltd. is seeking a Customer Support Solutions Specialist to join our expanding Support team. The role is an L3 / subject matter expert position handling complex escalations, troubleshooting, and driving improvements across support processes.
You will collaborate with Product, Technology, and Operations to convert customer pain points into sustainable solutions and help optimise AI chat, routing, and automation across omnichannel channels.
Qualifications
- 3+ years of experience in Customer Service or Technical Support.
- Experience handling L2/L3 escalations or complex cases.
- Strong troubleshooting, analytical, and problem-solving skills.
- Solid understanding of omnichannel support (Email, Chat, WhatsApp, Phone).
- Strong communication and documentation skills.
- Comfortable working with cross-functional teams (Product, Technology, Operations).
- Customer-focused with ownership and accountability.
- Proactive, with ability to identify gaps and propose solutions.
- Experience with CRM, Knowledge Base, QA, AI chatbot, or support automation is a plus.
Responsibilities
- Handle complex cases and escalations from L1/L2 teams (technical, product, payments, integrations).
- Investigate issues, perform root-cause analysis and identify solutions or workarounds.
- Act as a subject matter expert and guide support agents and leads.
- Identify recurring issues and drive SOP/workflow improvements.
- Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
- Support optimisation of AICC, AI chatbot, routing logic, and automation.
- Analyse CSAT, FCR, SLA, AHT, DSAT trends for improvements.
- Collaborate with Product/Tech on system enhancements and UAT.
- Translate pain points into clear requirements and actionable solutions.
- Support continuous improvement to enhance customer experience and efficiency.
Skills
Tools
Job description
We are looking for a Customer Support Solutions Specialist to join our growing Customer Support team.
This is an L3 / subject matter expert role focused on handling complex escalations, troubleshooting customer issues, improving support processes, and driving solutions across Customer Support. You will work closely with Product, Technology, Operations, and other cross-functional teams to turn customer pain points into effective and sustainable solutions.
- Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.
- Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
- Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
- Identify recurring customer issues and drive process, SOP, and workflow improvements.
- Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
- Support the optimisation of AICC, AI chatbot, routing logic, and customer support automation.
- Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
- Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
- Translate customer and operational pain points into clear requirements and actionable solutions.
- Support continuous improvement initiatives to enhance customer experience and operational efficiency.
- 3+ years of experience in Customer Service, Technical Support, Customer Operations, or a related field.
- Experience handling L2/L3 escalations or complex customer cases.
- Strong troubleshooting, analytical, and problem-solving skills.
- Good understanding of omnichannel customer support, including Email, Chat, WhatsApp, and Phone.
- Strong communication and documentation skills.
- Comfortable working with Product, Technology, Operations, and other cross-functional teams.
- Customer-focused with strong ownership and accountability.
- Proactive mindset with the ability to research, identify gaps, and propose practical solutions.
- Experience with CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation will be an added advantage.
We are looking for a Customer Support Solutions Specialist to join our growing Customer Support team.
This is an L3 / subject matter expert role focused on handling complex escalations, troubleshooting customer issues, improving support processes, and driving solutions across Customer Support. You will work closely with Product, Technology, Operations, and other cross-functional teams to turn customer pain points into effective and sustainable solutions.
- Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.
- Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
- Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
- Identify recurring customer issues and drive process, SOP, and workflow improvements.
- Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
- Support the optimisation of AICC, AI chatbot, routing logic, and customer support automation.
- Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
- Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
- Translate customer and operational pain points into clear requirements and actionable solutions.
- Support continuous improvement initiatives to enhance customer experience and operational efficiency.
- 3+ years of experience in Customer Service, Technical Support, Customer Operations, or a related field.
- Experience handling L2/L3 escalations or complex customer cases.
- Strong troubleshooting, analytical, and problem-solving skills.
- Good understanding of omnichannel customer support, including Email, Chat, WhatsApp, and Phone.
- Strong communication and documentation skills.
- Comfortable working with Product, Technology, Operations, and other cross-functional teams.
- Customer-focused with strong ownership and accountability.
- Proactive mindset with the ability to research, identify gaps, and propose practical solutions.
- Experience with CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation will be an added advantage.
- Flexi Benefit Allowances
- Birthday gift
- Medical Insurance
EPOS is one of Singapore’s largest Point-of-sale system vendors. Established in 2009, we are trusted by over 4,000 business owners across Singapore.
EPOS has won many accolades and is recognised as Singapore’s top POS vendor at IMDA’s Partner Appreciation event. Here at EPOS, we aim to help businesses grow their profits with our product solutions.
EPOS is one of Singapore’s largest Point-of-sale system vendors. Established in 2009, we are trusted by over 4,000 business owners across Singapore.
EPOS has won many accolades and is recognised as Singapore’s top POS vendor at IMDA’s Partner Appreciation event. Here at EPOS, we aim to help businesses grow their profits with our product solutions.
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