About the CompanyThe Helpdesk Support Executive / Officer will provide first-level support to merchants, customers and internal teams for the POS terminal rental business. The role is responsible for handling support enquiries, assisting with basic troubleshooting, logging service requests, coordinating terminal replacement or onsite support, and following up until cases are resolved.
This is an entry-level role suitable for candidates who are willing to learn about POS terminals, payment devices, merchant support and daily operations. Training will be provided.
ResponsibilitiesHelpdesk and Customer SupportHandle incoming calls, emails, WhatsApp messages or service tickets from merchants, customers and partners.Provide first-level support for POS terminal issues, including basic hardware, connectivity, SIM card, charging, printing, login and transaction-related enquiries.Guide merchants through simple troubleshooting steps in a clear, polite and patient manner.Escalate technical issues to the relevant technical team, vendor, field support team or Operations Manager when required.Follow up on pending cases and ensure merchants or customers are updated on the status.
Service Request and Ticket ManagementRecord all customer issues and service requests accurately in the ticketing system or tracking file.Capture important details such as merchant name, contact person, terminal ID, serial number, issue reported, action taken and case status.Monitor open cases and follow up to ensure timely closure.Ensure case updates are clear and properly maintained for reporting and audit purposes.
POS Terminal Support CoordinationAssist in coordinating terminal deployment, replacement, collection and swap arrangements.Liaise with field technicians, logistics providers or internal operations team for onsite support.Support the Operations Manager in tracking installation appointments, replacement schedules and device return status.Ensure service requests are handled according to agreed response time and service standards.
Inventory and Administrative SupportAssist in updating POS terminal inventory records, including deployed units, returned units, faulty units and replacement units.Help to check device serial numbers, SIM card details and merchant assignment records.Support basic administrative work such as filing, data entry, report preparation and document tracking.Assist in preparing simple daily or weekly support reports.
Communication and Follow-UpCommunicate professionally with merchants, customers, vendors and internal teams.Handle customer interactions politely, clearly and patiently.Escalate urgent, sensitive or repeated issues to the Operations Manager promptly.
QualificationsCandidate may be required to work on weekends and public holidays, depending on operational requirements.Basic computer skills, including Microsoft Word, Excel, email and messaging tools.Good communication and customer service skills.Willing to learn about POS terminals, payment devices and merchant support operations.Able to work independently and as part of a team.Patient, responsible and attentive to details.
Preferred SkillsExperience in customer service, call centre, helpdesk, retail, administrative support or technical support will be an advantage, but is not required.Basic understanding of POS terminals, payment devices, Android devices or mobile applications will be useful.Comfortable handling phone calls and customer enquiries.Able to follow SOPs and perform simple troubleshooting steps.
About the CompanyThe Field Technician will support the POS terminal rental business by attending onsite service requests, assisting with POS terminal installation, replacement, collection, basic troubleshooting and merchant support. This is an entry-level role suitable for candidates with basic troubleshooting skills and willingness to learn and the ability to communicate with merchants in both English and Mandarin.
About the RoleThe Field Technician will be responsible for various tasks related to POS terminal support and merchant assistance.
ResponsibilitiesPOS Terminal Installation and DeploymentAttend merchant sites to install, replace, collect or swap POS terminals.Assist with basic setup of POS terminals, including power connection, SIM card checking, printer roll installation, network connection and simple device testing.Ensure terminals are properly tested before handing over to merchants.Guide merchants on basic usage of the POS terminal where required.Collect acknowledgement, service forms or installation records after each visit.
Basic Troubleshooting and SupportPerform basic troubleshooting for POS terminal issues, including device power, charging, battery, SIM card, network connection, printer, paper roll, login and terminal error messages.Identify whether the issue can be resolved onsite or needs to be escalated to the technical team, vendor or Operations Manager.Use common sense to assess onsite situations and provide practical support to merchants.Assist with device replacement, reset or collection where required.
Field Service and Merchant SupportRespond to assigned onsite support cases within the required service timeline.Communicate politely and professionally with merchants and customers.Provide updates to the helpdesk or operations team after each onsite visit.Escalate urgent, repeated or unresolved issues promptly.Ensure merchants are informed clearly on next steps where the issue cannot be resolved immediately.
Device Collection, Replacement and Inventory SupportCollect faulty, returned or replaced POS terminals from merchant sites.Check and record device serial numbers, accessories, chargers, SIM cards and other returned items.Return collected devices to the office or designated location.Assist with stock checking, device packing, device labelling and inventory updates.Handle company assets responsibly and ensure devices are not lost or mishandled.
Reporting and DocumentationUpdate service records after each onsite job.Record details such as merchant name, terminal serial number, issue reported, action taken and job completion status.Submit service forms, photos or acknowledgement documents where required.Assist in preparing simple daily service updates when needed.
QualificationsBasic troubleshooting skills for electronic devices, mobile phones, Android devices, printers or similar equipment.Good common sense and ability to assess simple technical or onsite issues practically.Candidates with Mandarin speaking abilities are preferred to support English- and Mandarin-speaking merchants or customers.Candidate must possess their own motorbike.Basic computer or mobile app skills.Able to travel to merchant locations for onsite support.Able to work independently after training.Responsible, punctual and willing to learn.
Preferred SkillsExperience in POS terminal support, field service, delivery support, IT support, electronics, mobile device troubleshooting or customer service will be an advantage, but not required.Basic understanding of SIM cards, Wi-Fi, mobile network connection, chargers, printers and Android devices.Able to follow SOPs and troubleshooting guides.Comfortable dealing with merchants and customers onsite.Able to use WhatsApp, email, service forms or ticketing systems for job updates.
Pay range and compensation packageCandidate may be required to travel islandwide for onsite support.
Equal Opportunity StatementCandidate must comply with company safety, service and asset handling procedures during onsite work.
