Appzgate Solutions Pte Ltd Hiring! Full Time SOFTWARE SUPPORT EXECUTIVE in North-east Region (Singapore), Earn up to SGD 5,000 - Ricebowl

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

• Degree 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
• 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
• Good organizational and time-management skills
• Willing to learn new software products, systems, and troubleshooting procedures
• Willing to provide on-site customer support when required
• Willing to work beyond normal working hours, including weekends and public holidays, when required to support business operations
• 6-day work a week

Appzgate is an IT Solution company with creativity, innovation and technology. Advising organizations on how to best use Information Technology in achieving their business objectives. We estimate, manage, implement, deploy and administer IT systems on behalf of client organizations that are not IT-savvy. We understand what their IT challenges are, identify their business needs, plan out the resources for different projects, evaluate proposals from third-party vendors and manage their IT project life-cycle. Our structured project, quality, development methodologies and tools are tailored to the client’s unique business and technical needs. Here in Appzgate, we are as efficient as you are successful!

APPZGATE is a technology solutions provider providing development services to various SMBs, Start-ups and Large Organizations across finance, retail, construction, F&B, ECommerce and logistics domains. We have been providing excellent service to customers since 2016. Even though the venture is new, we have very high experienced IT professionals to make sure we do not compromise on the quality and time line. With our extensive knowledge, we establish excellence to build business and technical architecture for customer’s needs that ensures their success and growth.