{"id":2539903,"url":"https://alion.io/job/hd-contractor-software-support-executive","title":"SOFTWARE SUPPORT EXECUTIVE","company":{"id":267247,"name":"HD 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Responsibilities\nProvide day-to-day technical support and troubleshooting to customers via phone, ticketing system, remote support tools, and on-site support when required\nLead and coordinate the customer support team to ensure customer issues are handled promptly and effectively\nPlan and manage support duty rosters to ensure adequate service coverage during lunch and dinner periods, weekends, and public holidays\nMonitor support cases and ensure response and resolution timelines are achieved according to internal service standards\nDiagnose and classify customer issues, including user operation issues, system configuration problems, hardware-related issues, and software bugs\nPerform initial troubleshooting and root-cause analysis before escalating confirmed software bugs or complex technical issues to the development team\nWork closely with the development team to track escalated bugs and technical issues through to resolution and closure\nIdentify recurring or high-frequency customer issues and provide feedback to the product and development teams for product and system improvements\nAssist customers with software setup, system configuration, user access, application usage, and other system-related enquiries\nCreate 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\nConduct basic system training and software onboarding for customers and users when required\nMaintain accurate records of support tickets, troubleshooting steps, resolutions, customer communications, and follow-up actions\nManage hardware spare parts, backup devices, and replacement unit inventory\nCoordinate hardware repairs, warranty claims, return-to-vendor processes, and replacement arrangements with third-party hardware suppliers\nWork closely with internal teams, including development, operations, and implementation teams, to resolve customer issues and ensure smooth system operations\nProvide customers with timely updates on issue status, troubleshooting progress, and resolution\nAssist with software deployment, system implementation, testing, and verification of bug fixes or new features when required\nMonitor common support issues and prepare reports on support cases, recurring problems, outstanding issues, and service performance\nStay updated on company software products, system updates, technical documentation, and troubleshooting procedures\nPerform other ad-hoc software support and operational duties as assigned by management\nJob Requirements\nAt least Diploma in Information Technology, Computer Science, Information Systems, or a related discipline\nMinimum 1 year of relevant experience in B2B software support, IT support, application support, helpdesk, or customer-facing technical support\nPossess experience in leading cross-functional teams to achieve business objectives and mentoring and coaching team members to enhance their skills, performance, and professional development\nExperience supporting business software, SaaS platforms, POS systems, or other IT solutions will be an advantage\nGood written and verbal communication skills in English and Mandarin to communicate with English- and Mandarin-speaking customers and internal stakeholders\nStrong communication, coordination, and problem-solving skills\nResponsible, proactive, and customer-focused, with a strong sense of ownership in following customer issues through to resolution\nAble to perform basic technical troubleshooting and systematically identify possible causes of software, system, or hardware issues\nBasic knowledge of application logs, error messages, databases, or SQL queries will be an advantage\nExperience supporting customers in the F&B, restaurant, retail, or multi-outlet business environment will be an added advantage\nFamiliarity with ticketing systems, helpdesk platforms, remote support tools, or CRM systems will be an advantage\nAble to manage multiple customer cases, prioritize urgent issues, and work effectively in a fast-paced support environment\nAble to work independently and collaborate effectively with technical and non-technical teams\nWilling to learn new software products, systems, and troubleshooting procedures\nWilling to provide on-site customer support beyond office hour\nWilling to work beyond normal working hours, including weekends and public holidays, when required to support business operations\n6-day work week\nSkills\nInvestigating Customers Complaints, Software Troubleshooting, Issue Escalation, Team Mentoring, Timeline Management, Troubleshooting Procedures, Computer Information Systems, System Logs, Onsite Support, customer support strategies, Analytical and Problem-Solving Skills, IT Solutions, Liaising With 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