POS IT Support Lead | Customer Care & Troubleshooting

Private Advertiser; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

Private Advertiser is seeking an experienced IT Support Lead to manage a customer support team delivering first-level IT assistance for POS-related issues. The role involves coordinating schedules, triaging issues, and collaborating with engineering to resolve bugs.

You will also help customers through guides, knowledge bases, and simple tutorials while coordinating hardware support and vendor interactions. Strong communication and problem-solving skills are essential.

Qualifications

• 1+ year of customer support or service experience.
• Experience in IT Support or B2B Software Support preferred.
• Experience supporting customers in F&B or retail advantageous.
• Strong communication and interpersonal skills to handle inquiries effectively.
• Ability to follow up on issues from report to resolution.
• Basic troubleshooting abilities, e.g., analyzing error logs.

Responsibilities

• Lead and manage the customer support team to provide timely first-level IT support for POS-related issues via phone, ticketing systems, remote support, and on-site service when required.
• Monitor schedules and coverage to ensure smooth service during peak hours, weekends, and public holidays.
• Collaborate with Software Engineering to troubleshoot issues, raise bugs, and follow up on resolutions.
• Identify recurring issues and feedback to product and service teams for improvements.
• Develop and maintain user guides, knowledge base materials, and simple visual/video tutorials.
• Manage hardware support matters including spare parts, replacements, returns, and coordination with third-party vendors.
• Continuously improve support processes and service quality.

Skills

Customer service

IT support

Communication skills

Problem solving

Ownership

Tools

SQL queries

Job description

Private Advertiser is seeking an experienced IT Support Lead to manage a customer support team delivering first-level IT assistance for POS-related issues. The role involves coordinating schedules, triaging issues, and collaborating with engineering to resolve bugs.

You will also help customers through guides, knowledge bases, and simple tutorials while coordinating hardware support and vendor interactions. Strong communication and problem-solving skills are essential.