Technical Support Executive

Responsibilities

Provide first and second-level technical support for our systems, including hardware, software, and peripheral devices. Respond to customer issues via phone, email, and chat promptly and professionally. Diagnose and troubleshoot technical issues, identify root causes, and implement effective solutions. Guide customers through step-by-step troubleshooting processes, ensuring clear and understandable instructions. Escalate complex issues to higher-level support or relevant departments when necessary. Document all support interactions, including issue descriptions, solutions provided, and follow-up actions. Assist in the installation, configuration, and maintenance of our systems. Conduct remote training sessions and provide user education to enhance customer understanding and usage of the systems. Collaborate with the product development team to report bugs, suggest improvements, and contribute to product enhancement. Stay updated with industry trends, software updates, and new technologies. Qualifications

Diploma or degree in Information Technology, Computer Science, or related field. Proven experience in technical support, preferably in the POS system industry. Strong understanding of POS hardware components and software applications. Excellent problem-solving skills and the ability to troubleshoot complex technical issues. Proficiency in using remote support tools and diagnostic software. Exceptional communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. Mandarin proficiency is an added advantage. Customer-focused mindset with a passion for delivering high-quality support. Ability to work independently and as part of a team in a fast-paced environment. Flexibility to work various shifts, including evenings and weekends, as needed.

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