Onboarding and Support Specialist (Technical)

Borr Drilling; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology solutions provider in Singapore seeks an Onboarding and Support Specialist (Technical) to manage the deployment of POS systems. Responsibilities include hardware setup, customer rollout management, and technical support. Ideal candidates should demonstrate commitment to customer success and problem-solving skills. Apply via [e-mail] to join our dynamic team.

Qualifications

• Willingness to travel to customer locations as needed.
• Ability to communicate effectively and honestly.
• Commitment to continuously improving processes.

Responsibilities

• Deliver, install and configure the POS system.
• Setup and configure routers, assign static IPs.
• Schedule and execute rollouts with minimal disruption.
• Diagnose and resolve technical issues during deployment.
• Work closely with Account Managers for customer success.
• Ensure timely delivery of hardware to customer locations.

Skills

Customer support

Technical troubleshooting

Networking configuration

Tools

POS systems

Apple iOS ecosystem

Job description

About Waffle

Waffle’s mission is to make commerce more human via the point-of-sale. We work with local FnB businesses in Singapore, Malaysia and Hong Kong to make sure that their operations run as smoothly as possible.

Job Summary

As an Onboarding and Support Specialist (Technical) , you will be responsible for executing smooth and efficient rollouts of our POS system at customer locations. You will coordinate deployment schedules, configure network and hardware components, and ensure that all technical aspects of the system are functioning properly. You will be involved in continuously improving our hardware ecosystem and set-up processes. and Your role will be crucial in ensuring a positive experience for customers transitioning to our platform.

Key Responsibilities

• System Deployment & Setup: Deliver, Install and configure our Waffle POS system, potentially including software setup and integration with peripherals such as receipt printers, QR code ordering and cash drawers.
• Networking & Hardware Configuration: Advise, set up and configure routers, assign static IP addresses to printers, and ensure all network components are optimized for reliability
• Customer Rollout Management: Work with customers to schedule and execute rollouts, ensuring minimal disruption to their operations.
• Troubleshooting & Support: Diagnose and resolve technical issues during and after deployment, providing on-site or remote assistance as needed. Re-setup if needed.
• Manage key stakeholders : Work with the Account Managers to give the best customer support and ensure customers are successful using Waffle.
• Getting hardware to site : Collect and send hardware or peripherals to customer’s outlet to ensure they are well set-up.

Requirements

• Care deeply: Be willing to do whatever it takes to ensure customer success, even if it means taking a trip to travel to customer locations as required, or potentially taking calls on the weekends to resolve hardware issues.
• Build trust: Do what you say you will do, be accountable for your actions, open and honest communication.
• Dedication to craftsmanship: Strive to improve and make every single process 1% better everyday.

Preferred Qualifications

Not a must-have, just good to haves.

• Experience with POS systems or retail/hospitality technology.
• Basic knowledge of Apple iOS ecosystem and device management (basic router knowledge etc.)

Why NOT to join us?

• Don’t join Waffle if you just want a simple job. At Waffle, the role will be tough but you will engage with dynamic local businesses and make a real impact on their operations.
• Don’t join Waffle if you want a ‘reactive’ role. At Waffle, we need to be proactive and prevent issues before they even arise.

If you're passionate about technology, problem-solving, and customer success, we'd love to hear from you! Apply today to [e-mail] and be a part of our growing team!