Technical Support Management

About EPOS

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

Supporting Ant International's mission to empower SMEs, EPOS will leverage Antom's digital capabilities as the organisation's central hub to serve regional small and medium sized businesses with integrated O2O solutions.

With a growing presence across Singapore, Malaysia and Vietnam, we're continuing to look for passionate individuals to join our diverse and driven teams.

As we expand across Asia, to create meaningful, small yet powerful changes for businesses around the world together.

About This Role

EPOS is looking for a Technical Support Specialist to join our Client Solutions team and play a vital role in ensuring a stable and seamless experience for our users. In this client-facing role, you'll serve as the first line of technical support for our payment terminals (EDC), notification soundboxes, and related services.

You'll be the go-to person for diagnosing issues, delivering exceptional support, and collaborating with internal teams to resolve more complex problems. If you enjoy solving real-world technical challenges, supporting end-users, and improving support processes, this role is for you.

This is what your job scope will be...Frontline Technical Support & Troubleshooting

• Act as the primary point of contact for client inquiries and technical issues via phone, email, chat, or remote access tools.
• Provide timely troubleshooting for a wide range of hardware and software issues related to payment devices, such as EDC terminals and soundboxes.
• Assist clients with device installation, activation, and configuration during onboarding.

Issue Management & Escalation

• Accurately log and manage support tickets using platforms like Zendesk or Jira, ensuring all issues are tracked and resolved effectively.
• Escalate complex or unresolved issues to Tier 2 or engineering teams, while maintaining ownership of communication with the client.
• Collaborate cross-functionally with product, engineering, and operations teams to drive issue resolution and improve support workflows.

Documentation & Process Improvement

• Contribute to and maintain an up-to-date knowledge base, FAQs, and internal documentation to help scale support and improve user experience.
• Gather and report customer feedback to internal teams to support continuous product and service improvements.
• Proactively identify recurring issues or improvement areas in support processes and suggest actionable solutions.

We would love to hear from you if...

• You have 1–2 years of experience in a technical support or client-facing IT role.
• You have worked in the Payments, FinTech, or a closely related industry (this is essential).
• You're familiar with EDC terminals, POS systems, or merchant-side payment hardware.
• Proficient in English and Fluency in Mandarin is preferred.
• You have strong analytical and problem-solving skills, and can troubleshoot independently.
• You're a great communicator, both verbally and in writing, and can explain technical concepts in a simple, clear manner.
• You're organized, resilient, and able to manage multiple priorities in a fast-paced environment.
• You are customer-first in your approach and thrive on helping others succeed.

Preferred but not compulsory:

• Proficiency in networking protocols and concepts (TCP/IP, Wi-Fi, 4G/5G).
• Hands-on experience with CRM or ticketing systems such as Zendesk, Salesforce Service Cloud, or Jira.
• A basic understanding of payment processing flows (e.g., EMV, NFC contactless payments).

Job Type: Full-time

Pay: $2, $3,000.00 per month

Benefits:

• Health insurance

Work Location: In person