Software Support Specialist

iPlusLiving Overview:

iPlusLiving is an innovative solution designed for smart residential and property management, offering an all-in one platform to enhance the living experience for condo residents and management.

Key Responsibilities:

Operations & Front-of-Line Support

- Serve as point of contact for client support inquires
- Provide end-to-end onboarding and training for clients
- Perform basic troubleshooting and issues resolution for end users
- Ensure timely follow-up and resolution of reported issues

Technical Investigation & Issue Resolution

- Troubleshoot systems issues through log analysis and diagnostics
- Log, track and manage incidents through ticketing system
- Escalate technical issues to Development team with proper documentation
- Propose solutions or workarounds to minimize service disruption
- Validate fixes before deployment to production
- Support User Acceptance Testing (UAT) where required

Data Analytics & Reporting

- Analyse system data and usage trends to identify issues and improvement opportunities
- Generate reports on incidents, system performance and user behaviour
- Support data-driven decision-making for product and operations team

Requirements:
- Diploma, A-level, or any equivalent
- Excellent communication and interpersonal skills
- Strong problem-solving and stakeholder management skills
- Ability to handle multiple issues in a fast-paced environment
- Detail-oriented with strong documentation skills- Experience in software support or technical helpdesk