- Serangoon North-east Region (Singapore) Singapore
Top Construction Hiring! Full Time SOFTWARE SUPPORT EXECUTIVE in North-east Region (Singapore), Earn up to SGD 5,000 - Ricebowl
Share
Save
Working Location
Job Description
Responsibilities
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
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 week
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
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 week
Important Information
Never provide your bank or credit card details when applying for jobs. Do not transfer any money or complete unrelated online surveys. If you see something suspicious, Report this Job ad.
Learn More