SOFTWARE SUPPORT EXECUTIVE

JOYWAY PRIVATE LIMITED; Singapore; Sur place; SGD 36 000 - 58 000; Plein temps

Résumé du poste

JOYWAY PRIVATE LIMITED is seeking a proactive and customer-focused IT Support Lead to manage day-to-day technical support for our clients in Singapore. You will guide a cross-functional team, coordinate rosters, and ensure timely resolution of incidents across software and hardware issues.

The role requires strong English/Mandarin communication, hands-on troubleshooting, and the ability to work in a fast-paced environment.

Qualifications

• Diploma in IT/CS/IS or related discipline.
• 1 year of relevant B2B software or IT support experience.
• Experience leading cross-functional teams and mentoring staff.
• Experience with SaaS, POS, or IT solutions is a plus.
• Fluent English and Mandarin communication with customers and stakeholders.
• Strong communication and problem-solving abilities.
• Proactive, customer-focused, and ownership-driven.
• Basic troubleshooting, logs, databases, or SQL basics beneficial.
• Experience in F&B/retail environment is advantageous.
• Familiar with ticketing/CRM tools and remote support platforms.
• Able to handle multiple cases and pace work in a busy setting.
• Willing to learn and provide after-hours on-site support if needed.
• 6-day work week may be required.

Responsabilités

• Provide day-to-day technical support and troubleshooting to customers via phone, ticketing system, remote tools, and on-site when required
• Lead and coordinate the customer support team to ensure issues are handled promptly
• Plan and manage support duty rosters for lunch/dinner periods, weekends and public holidays
• Monitor support cases and ensure response timelines are met
• Diagnose and classify customer issues including software bugs and hardware problems
• Perform initial troubleshooting and root-cause analysis before escalation
• Work with development to track and resolve escalated issues
• Identify recurring issues and provide feedback for product improvements
• Assist customers with setup, configuration, access, usage, and system inquiries
• Create knowledge base materials and troubleshooting guides
• Conduct basic system training and onboarding for customers
• Maintain records of tickets, steps, resolutions, and follow-ups
• Manage hardware spare parts and replacement inventory
• Coordinate hardware repairs and warranty processes with suppliers
• Collaborate with internal teams to resolve issues and ensure smooth operations
• Provide timely updates on issue status and progress
• Assist with software deployment, implementation, testing, and verification of fixes
• Monitor common issues and report on service performance
• Stay updated on product updates and troubleshooting procedures
• Perform other ad-hoc software support and operations duties as assigned

Connaissances

Leadership

Customer focus

English & Mandarin

Problem-solving

Multitasking

Communication

Formation

Diploma in IT/CS/IS

Outils

CRM systems

Remote support tools

POS systems

Description du poste

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