Software Support - POS

Responsibilities

Provide support to clients/dealers via phone, email, live chat, support portal and remote access.

Handle, troubleshoot, and resolve issues related to POS product.

Guide users on system functions, workflows, and recommended practices.

Log all cases clearly in the system and follow up until resolution.

Reproduce issues reported by clients and identify possible root causes.

Escalate unresolved or complicated cases to the team lead/R&D with detailed information, steps and screenshots.

Prepare/update FAQs, knowledge base articles and user guides.

Document recurring issues and provide feedback to improve product features or processes.

Contribute ideas to improve support efficiency and customer satisfaction.

Requirements

Diploma/Degree in Information Technology or relevant field.

Able to communicate in both English and Bahasa Malaysia.

Tech savvy with working know...