Product Technical Specialist
Who We Are
Headquartered in Singapore, the Getz Group is a dynamic and forward-thinking technology solutions company that specializes in digitally transforming the Food and Beverage (F&B) industry. Our goal is to empower businesses with cutting-edge solutions, resulting in an impressive 50% increase in sales and a substantial 50% reduction in costs. Committed to excellence and unwavering customer satisfaction, Getz Group takes pride in delivering high-quality products and services tailored to meet the unique needs of our clients in Singapore.
Job Description
As a product technical specialist, you will be joining our key team responsible for assisting MNCs and SMEs merchants across the region to achieve successful digital transformation across instore and online through remote or onsite deployment of hardware and software. You will be the product support specialist in the customer engagement team who is responsible for hardware procurement and deployment for our F&B merchants in the F&B industry.
As a product technical specialist, there is NO NEED to handle daily customer support calls as this will be handled by a separate customer service team which will be responding and resolving level 1 requests. The product support executive will work alongside with the customer engagement team to resolve level 2 requests. The scope of this role includes installation, configuration, maintenance of our clients’ hardware and software via remote or onsite means during the weekday working hours.
KEY RESPONSIBILITIES
1. Set up IT related hardware and software to ensure functionality
- Gather required setup information from the team to perform procurement and setup of basic equipment such as iPads, Printers, Routers, Physical and Digital Displays.
- Provide remote or on-site installation of required standard hardware for F&B merchants.
2. Conduct customer training and support go-live readiness
- Deliver hands-on training sessions (remote or on-site) to merchants on the use of installed hardware and software prior to go-live.
- Prepare and walk merchants through training materials, quick-reference guides, and basic troubleshooting steps.
- Confirm merchant readiness and address any final configuration or usability issues ahead of the go-live date.
- Provide on-site or remote support during go-live to ensure a smooth transition for the merchant.
3. Respond to incidents and service requests from customer engagement team
- Analyse and provide possible solutions to solve user inquiries from CS team that arise on day-to-day operations.
- Provide site support or remote support for troubleshooting and maintenance of hardware and software.
4. Partner with customer engagement, technical, and support teams to ensure seamless client onboarding and implementation of solutions.
REQUIREMENTS
- Class 3 Driving License to operate company vehicle
- Relevant in an IT Service Desk environment will be an advantage
- Some experience in F&B experience will be an advantage
- Good understanding of network router, printer hardware configuration
- Analytical, resourceful with troubleshooting and strong problem-solving skills
- Ability to multitask, effectively determine priorities
- Reliable and good team player who can work independently
- Motivated with good interpersonal and communication skills to interact at all levels
- Must be flexible to work on schedules when required
- Willing to learn and adapt to the fast changing IT environment
WORK LOCATION
Lorong 8 Toa Payoh, Central Region
