Customer and Product Support Executive

About the Company

EPOS is a leading Point-of-Sale (POS) digital solutions provider based in Singapore for SMEs. We are backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), part of its global merchant payment services Antom.

Responsibilities

• Respond to client inquiries and issues related to POS systems via phone, email, and chat
• Troubleshoot software and hardware problems and provide clear, step-by-step support
• Accurately document client interactions, issues, and resolutions in the support system
• Manage multiple support cases while delivering prompt and high-quality service
• Escalate complex or unresolved issues to the relevant technical teams when necessary
• Follow through on support cases and proactively update clients to manage expectations
• Identify recurring issues or feedback trends and propose improvements to enhance service experience
• Work with internal teams to resolve client issues efficiently
• Contribute to knowledge base development, documentation, and support resources

Requirements

• Proficient in English and Chinese
• 1–3 years of experience in customer service or IT helpdesk role
• Knowledge of Windows and Android operating systems
• Familiarity with basic networking and peripheral hardware setup
• Comfortable using Microsoft Excel for tracking, logging, and reporting
• Strong problem-solving skills and ability to stay calm under pressure