Technical Support Executive

Help Desk & IT Support (Information & Communication Technology)

We are seeking a skilled Technical Support Executive to join our team and provide exceptional support for our Point of Sale (POS) systems. The ideal candidate will possess a strong technical background, excellent problem-solving abilities, and outstanding customer service skills. You will be responsible for troubleshooting hardware and software issues, guiding users through step-by-step solutions, and ensuring minimal disruption to business operations.

Key Responsibilities:

• Provide first and second-level technical support for POS systems, including hardware, software, and peripheral devices.
• Respond to customer issues via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot technical issues, identifying root causes and implementing 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 POS systems.
• Conduct remote training sessions and provide user education to enhance customer understanding and usage of POS 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 POS 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.
• 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.

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a Technical Support Executive?

Do you have customer service experience?

How would you rate your English language skills?

How much notice are you required to give your current employer?

Advertising, Marketing & Communications

Synergy Alliance Solutions Sdn. Bhd is a company developing program software and software management consulting services and to carry on the business and services of digital advertising in all forms of advertising, design, artwork for the press/newspapers, posters, circulars, magazines, leaflets, signboards, television and any other media of communications.

Synergy Alliance Solutions Sdn. Bhd is a company developing program software and software management consulting services and to carry on the business and services of digital advertising in all forms of advertising, design, artwork for the press/newspapers, posters, circulars, magazines, leaflets, signboards, television and any other media of communications.

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