SOFTWARE SUPPORT EXECUTIVE

HD CONTRACTOR PTE. LTD.; Singapore; Presencial; SGD 36.000 - 54.000; Jornada completa

Descripción de la vacante

HD CONTRACTOR PTE. LTD. is seeking an IT support lead to provide day-to-day technical assistance across channels and coordinate a cross-functional team. You will manage rosters, monitor case SLAs, and drive root-cause analysis for software and hardware issues.

The role requires at least a Diploma in IT/CS/IS and 1 year of B2B software support experience, with strong English and Mandarin communication and a willingness to work extended hours on-site.

Formación

• At least Diploma in IT/CS/Information Systems or related field.
• Minimum 1 year of relevant B2B software support or IT support experience.
• Experience leading cross-functional teams and mentoring teammates.
• Experience supporting business software, SaaS, POS, or IT solutions advantageous.
• Strong English and Mandarin communication skills for customers and internal stakeholders.
• Good written and verbal communication; proactive and customer-focused.
• Willingness to provide on-site support and work beyond hours when required.

Responsabilidades

• Provide day-to-day technical support and troubleshooting to customers via multiple channels.
• Lead and coordinate the customer support team for prompt issue handling.
• Plan duty rosters to cover lunch/dinner, weekends and public holidays.
• Monitor cases to meet response and resolution timelines per standards.
• Diagnose issues including user, configuration, hardware and software bugs.
• Escalate complex problems to development after initial triage.
• Collaborate with development to track escalated issues to resolution.
• Identify recurring issues and feedback for product/system improvements.
• Assist customers with software setup, access, and usage inquiries.
• Create knowledge base materials and troubleshooting guides to reduce repeats.
• Conduct basic system training and onboarding for customers/users.
• Maintain accurate records of tickets, steps, and communications.
• Manage hardware spare parts, backups, and replacement inventory.
• Coordinate hardware repairs and warranty claims with suppliers.
• Work with internal teams to ensure smooth system operations.
• Provide timely updates on issue status and resolution progress.
• Assist with software deployment, testing, and verification of fixes.
• Monitor support metrics and prepare reports on performance.
• Stay updated on product updates and troubleshooting procedures.
• Perform other ad-hoc software support and operational duties as assigned.

Conocimientos

Leadership

Cross-functional teamwork

Customer support

Technical troubleshooting

English and Mandarin communication

Documentation

Time management

On-site support

Educación

Diploma in IT/CS/IS

Herramientas

Ticketing systems

CRM systems

Remote support tools

POS systems

Descripción del empleo

Job Responsibilities

• Provide day-to-day technical support and troubleshooting to customers via phone, ticketing system, remote support tools, and on-site support when required
• Lead and coordinate the customer support team to ensure customer issues are handled promptly and effectively
• Plan and manage support duty rosters to ensure adequate service coverage during lunch and dinner periods, weekends, and public holidays
• Monitor support cases and ensure response and resolution timelines are achieved according to internal service standards
• Diagnose and classify customer issues, including user operation issues, system configuration problems, hardware-related issues, and software bugs
• Perform initial troubleshooting and root-cause analysis before escalating confirmed software bugs or complex technical issues to the development team
• Work closely with the development team to track escalated bugs and technical issues through to resolution and closure
• Identify recurring or high-frequency customer issues and provide feedback to the product and development teams for product and system improvements
• Assist customers with software setup, system configuration, user access, application usage, and other system-related enquiries
• Create and maintain customer-facing knowledge base materials, troubleshooting guides, operating instructions, short instructional videos, and visual step-by-step guides to reduce repeated support requests
• Conduct basic system training and software onboarding for customers and users when required
• Maintain accurate records of support tickets, troubleshooting steps, resolutions, customer communications, and follow-up actions
• Manage hardware spare parts, backup devices, and replacement unit inventory
• Coordinate hardware repairs, warranty claims, return-to-vendor processes, and replacement arrangements with third-party hardware suppliers
• Work closely with internal teams, including development, operations, and implementation teams, to resolve customer issues and ensure smooth system operations
• Provide customers with timely updates on issue status, troubleshooting progress, and resolution
• Assist with software deployment, system implementation, testing, and verification of bug fixes or new features when required
• Monitor common support issues and prepare reports on support cases, recurring problems, outstanding issues, and service performance
• Stay updated on company software products, system updates, technical documentation, and troubleshooting procedures
• Perform other ad-hoc software support and operational duties as assigned by management

Job Requirements

• At least Diploma in Information Technology, Computer Science, Information Systems, or a related discipline
• Minimum 1 year of relevant experience in B2B software support, IT support, application support, helpdesk, or customer-facing technical support
• Possess experience in leading cross-functional teams to achieve business objectives and mentoring and coaching team members to enhance their skills, performance, and professional development
• Experience supporting business software, SaaS platforms, POS systems, or other IT solutions will be an advantage
• Good written and verbal communication skills in English and Mandarin to communicate with English- and Mandarin-speaking customers and internal stakeholders
• Strong communication, coordination, and problem-solving skills
• Responsible, proactive, and customer-focused, with a strong sense of ownership in following customer issues through to resolution
• Able to perform basic technical troubleshooting and systematically identify possible causes of software, system, or hardware issues
• Basic knowledge of application logs, error messages, databases, or SQL queries will be an advantage
• Experience supporting customers in the F&B, restaurant, retail, or multi-outlet business environment will be an added advantage
• Familiarity with ticketing systems, helpdesk platforms, remote support tools, or CRM systems will be an advantage
• Able to manage multiple customer cases, prioritize urgent issues, and work effectively in a fast-paced support environment
• Able to work independently and collaborate effectively with technical and non-technical teams
• Willing to learn new software products, systems, and troubleshooting procedures
• Willing to provide on-site customer support beyond office hour
• Willing to work beyond normal working hours, including weekends and public holidays, when required to support business operations
• 6-day work week