Job description for L1 Technical Support Engineer at Styl Solutions Pte Ltd
About STYL Solutions
Ride on the wave of Industry 4.0! Join STYL Solutions in the forefront of using Fintech and IoT technologies for smart city/nation transformation. Headquartered in Singapore with R&D center in Vietnam, STYL Solutions designs, develops, and supplies hardware, software and integrated solutions for applications in payment, loyalty management, location tracking, self-service operation, telemetry.
Our market segment coverage extends from financial services, retail, mass transit, education to social services markets in Singapore and South Asia Pacific.
Our vision is to use Fintech and IoT to create smart and efficient cities that enhance Quality of Life through convenience and healthier living.
Job Description
We are seeking a proactive and customer-oriented L1 Technical Support Engineer to provide first-line support for our solutions, including terminals, devices, and related software platforms. This role will handle user inquiries, diagnose and resolve basic technical issues, and escalate complex cases to higher-level engineers or product teams. You will play a key role in ensuring smooth operations for our customers by delivering efficient technical assistance and professional service across multiple support channels.
Responsibilities
1. First-Level Troubleshooting & Technical Assistance
- Act as the first point of contact for customers experiencing technical issues with hardware, software, or connectivity.
- Diagnose and resolve common problems through guided troubleshooting steps.
- Assist clients with system setup, configuration, and basic user guidance.
- Refer to internal knowledge base and documentation to provide accurate, consistent solutions.
- Escalate unresolved or critical issues to L2/L3 engineers or product specialists, ensuring clear case handover.
2. Incident Management & Documentation
- Log all customer interactions and technical issues in the support ticketing system.
- Categorize and prioritize incidents to ensure timely resolution within agreed SLAs.
- Track open cases, provide regular status updates to customers, and close tickets upon resolution.
- Prepare reports on recurring issues, escalation trends, and resolution performance to support process improvement.
3. Customer Support & Relationship Management
- Provide prompt, clear, and professional communication to customers across phone, email, and chat support channels.
- Conduct follow-ups with clients to confirm systems and devices are fully functional after troubleshooting.
- Maintain strong, professional relationships with customers by delivering reliable and empathetic support.
- Act as the voice of the customer by capturing feedback and sharing insights with internal teams to improve products and services.
4. Ad-hoc Support
- Assist with departmental tasks and projects on an ad-hoc basis to support business priorities.
Job Requirements
- Diploma/Degree in Information Technology, Computer Science, or related discipline.
- 1-3 years of experience in IT helpdesk or technical support related roles
- Good understanding of POS systems, payment-related solutions and JIRA Service Management Platform is an advantage.
- Strong problem-solving and analytical skills with the ability to multitask.
- Excellent communication and interpersonal skills, with a customer-first mindset.
- Familiarity with remote support tools, ticketing systems, and troubleshooting methodologies.
- Willingness to support field deployments or on-site maintenance when required.
- Language proficiency in Mandarin for liaising with mandarin-speaking stall owners and merchants will be a plus
