Technical Support Representative

Job Summary

Clibase Technology Inc. is looking for a Technical Support who can handle complex customer issues that require investigation, validation, and structured problem-solving beyond basic customer support.

You will work closely with Customer Support Representatives (Tier 1), Support Lead, and the Product/Engineering team to diagnose issues related to POS operations, inventory, reports, offline servers, and multi-branch data behavior.

Support is primarily conducted via Viber group chats, so strong written communication and the ability to explain technical findings clearly to both customers and internal teams is critical.

Key Responsibilities

• Investigate complex support cases such like Sales, payments, and report discrepancies
• Validate system behavior by reviewing Reports, exports, screenshots, logs, and transaction records
• Determine whether issues are caused by:
• Configuration errors
• Process misuse
• Data conditions
• System limitations or bugs
• Provide clear root-cause analysis (RCA) and actionable next steps

• Review escalated cases from Tier-1 CSR and ensure escalation information is complete
• Guide and coach Tier-1 CSR on:
• Proper investigation steps
• Correct customer messaging
• Accurate system explanations
• Prevent misinformation by correcting or stopping incorrect guidance when needed
• Help reduce repeat issues by improving internal support knowledge

• Create and update:
• Investigation checklists
• Troubleshooting guides
• SOPs for recurring complex issues
• Identify common support gaps and recommend:
• Process improvements
• Product enhancements
• Training topics for CSR

• Work closely with:
• Support Lead / Dispatcher
• Product and Engineering teams
• Provide structured bug reports with clear reproduction steps when escalation to developers is required

Qualifications & Experience

• 1+ years experience in technical support, product support, or system support
• Experience supporting POS, ERP, accounting, inventory, or enterprise systems is a plus
• Strong analytical and troubleshooting skills
• Ability to read and interpret:
• Sales and inventory reports
• Transaction flows and system logs
• Clear written communication skills (English)
• Comfortable working in chat-based support environments (Viber, Slack, etc.)

• Experience with:
• Restaurant, retail, or multi-branch business systems
• Offline/online hybrid systems
• Basic database concepts (tables, records, relationships)
• Familiarity with:
• Inventory costing, yield/recipe concepts
• Sales vs payment reconciliation
• Accounting or SOA/AR concepts
• Experience creating SOPs or internal documentation

• Root-cause analysis
• Problem isolation and validation
• Clear technical explanation (non-developer audience)
• Process-driven mindset
• Documentation and knowledge sharing
• Calm handling of escalated or complex cases

• Work on real-world enterprise POS and management systems used by growing businesses
• Exposure to multi-branch, offline-capable, and high-volume operational environments
• Opportunity to shape support processes and product quality
• Direct collaboration with product and engineering teams