Job Description

About the Role

• We’re looking for a Technical Support Specialist who will require to manage our merchants/customers enquiries or issues via various communication mediums.
• To this end, you will need to be have a problem solving and team player mindset as you are require to work closely with other team mates or cross support engineers to resolve our merchant/customers queries
• This role will be supporting on Hong Kong, Taiwan, Malaysia, Singapore (and other regions) using mainly on cantonese (Cantonese 80% Mandarin 20% ) language

What You’ll Need

• Diploma or High Diploma in Computer Science or related industries
• Minimum 1 year experience in IT industry
• Fluency in spoken and written English and Cantonese ( Cantonese & Mandarin )
• Good in English and communication skills that able to interact with colleagues in different markets.
• Fresh graduates are also welcome to apply
• ITIL V3 or V4 certified
• Familiarize with ticketing system ( Zoho Desk as an add advantage) and ITSM workflow.
• Hands on experience in iOS operating system to enduser support ( added advantage )
• Good team player, self-motivated
• Immediate available is highly preferred
• Able to work on shifts and weekends ( 9am-6pm or 315pm-1215am )

Job Requirements

What You’ll Do

• Provide merchants/customers with a first point of contact for all incidents, queries and requests.
• To effectively manage the Service Desk by ensuring all Incidents or Service Request tickets are promptly attend, resolved or assign.
• To monitor and maintain SLA, chase/follow up outstanding tickets with merchant/customers or within internal support teams.
• To support the EPOS environments, ensuring that appropriate monitoring and support activities are addressed.
• To collaborate closely with internal support teams from other regions members to ensure all the issues/problems/escalations are resolve in a timely manner.
• Log calls as per procedures, and where possible provide immediate response for resolution.
• To ensure compliance to policies and standards for operational use in EPOS.

Why Join Us?

At Eats365, you’ll join a small, passionate, and ambitious team that believes in what we do. We celebrate initiative, collaboration, and results. You’ll gain mentorship, build valuable industry knowledge, and enjoy real earning potential through a performance-based structure — because when you succeed, we all do.

If you’re eager to learn, ready to grow, and excited to make a tangible impact in the F&B tech space — we’d love to meet you.

Who We Are

We started out in 2014 with one simple goal in mind: take an industry that is important to people of all walks of life and develop cutting-edge tech to make it better. In a world where people make use of the latest technology purely to make a quick buck (we’re looking at you NFTs), we are here for the long-haul and genuinely wish to change the F&B industry in a way that will have a positive impact for both restaurant owners and diners. 

After 3 years of developing our solution, which incorporates patented technology, we launched to market and instantly disrupted many of the long-seated players in Hong Kong and Taiwan. With our focus on new innovations and solving tomorrow’s challenges today, we stand out by offering a complete solution that is proactive rather than reactive. 

While there are certainly other players in the market, our deep and interconnected ecosystem - that spans over 15 modules, with open APIs and over 100 third-party solution partners - changes the game and elevates the industry to new heights. Our unwavering drive and dedication has helped us become pioneers at our craft.

Having matured from a startup, we now are headquartered in Hong Kong with offices in Taiwan, Singapore, Malaysia and the Philippines and with thousands of merchants and brands that span across 32 marketsworldwide. We are high-growth yet sustainable, and all without the need of backing by VCs! 

Are you as excited as we are to grow Eats365?

Skills