Customer Support Consultant / Executive (F&B SaaS)

About the Role

We are looking for a Customer Support Consultant / Executive to provide day-to-day customer support for Restosuite's F&B SaaS solutions. https://restosuite.ai/en_us/home

To ensure strong product knowledge and real operational understanding, this role requires at least one month of on-site implementation and basic project handling before transitioning to full customer support duties.

This position is suitable for candidates who are customer-oriented, patient, and eager to learn, and who want to build practical expertise in F&B POS and restaurant operations.

Mandatory Training & Rotation (First Month)

Before handling full customer support responsibilities, you will:

Join the Implementation Project team

Participate in:

On-site POS and system setup

Go-live support

Basic project coordination tasks

Learn real restaurant workflows, system usage, and common operational issues

This ensures you can support customers with hands-on, real-world experience, not just scripts or manuals.

Key Responsibilities

Customer Support (Post-Training)

Handle customer enquiries through:

Ticketing systems

Phone, chat, or messaging platforms

Support customers with:

Daily POS operations

Basic system configuration questions

Standard troubleshooting scenarios

Provide clear, step-by-step guidance with a strong service mindset

Ensure issues are resolved within agreed response timelines

Issue Handling & Escalation

Diagnose and resolve Tier-1 support issues independently

Escalate complex or unresolved issues to:

Implementation Project Manager (Tier-2)

Product / Engineering teams where required

Track issues through to resolution and proper closure

Communicate updates clearly to customers

Customer Education & Support Quality

Guide customers on correct system usage and best practices

Support customers during post-go-live stabilisation periods

Reinforce training concepts learned during implementation rotation

Maintain professional and empathetic communication at all times

Documentation & Knowledge Sharing

Document common issues, resolutions, and FAQs

Contribute to internal knowledge base and support guides

Share recurring customer issues and feedback with internal teams

Support continuous improvement of support processes

Cross-Team Collaboration

Work closely with:

Implementation Project Managers

Channel partners (when required)

Sales or Account teams for clarification

Support smooth handover from implementation to support

Assist during peak support periods or major go-live activities

Requirements

13 years of experience in:

Customer support

Technical support

F&B operations

POS / SaaS support roles

Willingness to participate in on-site implementation rotation

Strong customer service mindset with patience and empathy

Comfortable learning technical systems and workflows

Able to explain technical concepts clearly to non-technical users

Fluent in English and Mandarin and/or Malay is a strong advantage