SOFTWARE SUPPORT EXECUTIVE

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

Skills

Investigating Customers Complaints, Direct Customer Interaction, Issue Escalation, Team Mentoring, Technical Troubleshooting, Timeline Management, Troubleshooting Procedures, Computer Information Systems, System Logs, Onsite Support, Analytical and Problem-Solving Skills, Working alongside Product Teams, IT Solutions, Good Written Communication Skills, Liaising With Customer