Here's the JD for a Software Support Executive, aligned with Amber Creative's positioning:
Company OverviewAmber Creative is a full-service digital agency in Singapore offering web and mobile development, UI/UX design and generative AI services to create user-centric, innovative digital solutions.
Job SummaryWe are seeking a detail-oriented and client-focused Software Support Executive to provide technical support, troubleshoot software issues, and ensure seamless day-to-day operation of digital products and platforms for our clients. The ideal candidate is a strong communicator who can bridge the gap between technical teams and end users, and is comfortable working in an AI-augmented support environment.
Responsibilities
- Serve as the first point of contact for client-reported software issues, handling inquiries via ticketing systems, email, and messaging platforms promptly and professionally
- Diagnose, troubleshoot, and resolve software bugs, configuration issues, and user errors across web and mobile applications
- Escalate complex or unresolved issues to development and engineering teams with clear, well-documented bug reports and reproduction steps
- Monitor and manage the support ticket queue, ensuring SLAs are met and clients are kept informed of progress throughout issue resolution
- Conduct user acceptance testing (UAT) coordination and assist clients through software releases, updates, and go-live transitions
- Create and maintain support documentation including FAQs, user guides, troubleshooting runbooks, and known issue logs
- Liaise with project managers and developers to relay client feedback and surface recurring issues that may indicate systemic defects or UX gaps
- Assist in onboarding new clients to platforms by delivering training sessions and walkthroughs
- Use generative AI tools to draft support responses, summarise ticket histories, and produce client-facing documentation more efficiently
- Identify patterns in support requests and proactively flag improvement opportunities to the product and development teams
- Maintain accurate records of all support interactions, resolutions, and escalations for reporting and continuous improvement
Required competencies and qualifications
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field
- 1–2+ years of experience in a software support, helpdesk, or technical customer service role
- Solid understanding of web and mobile application fundamentals, including basic familiarity with HTML, APIs, and databases
- Experience working with ticketing and project management tools such as JIRA, Freshdesk, Zendesk, or equivalent
- Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical users
- Systematic troubleshooting approach with strong attention to detail and follow-through
- Ability to manage multiple open tickets and competing priorities without dropping the ball
Preferred competencies and qualifications
- Experience supporting SaaS platforms or client-facing digital products in an agency or managed services environment
- Familiarity with software development lifecycles (SDLC) and agile delivery practices
- Working knowledge of generative AI tools (e.g. Claude, ChatGPT) for support workflow augmentation — drafting responses, summarising threads, generating documentation
- Basic scripting or SQL knowledge for log analysis and data lookups
- Understanding of data privacy and security best practices relevant to client data handling (PDPA compliance a plus)
