Software Support Lead — Customer Success & Tech

JOYWAY PRIVATE LIMITED; Singapore; On-site; SGD 36,000 - 58,000; Full time

Job summary

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.

Responsibilities

• 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

Skills

Leadership

Customer focus

English & Mandarin

Problem-solving

Multitasking

Communication

Education

Diploma in IT/CS/IS

Tools

CRM systems

Remote support tools

POS systems

Job description

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.