Support Technician

Title
Support Technician
Operations - POS

Reports to
Support Services Manager

Position Overview

As a member of the Team your focus is to deliver application hardware and solutions support to the client base. This involves resolving post-sales non-technical customer inquiries via phone and electronic means as well as technical questions regarding the use of and troubleshooting of client systems. A primary point of contact for customers you are responsible for facilitating customer relationships with Support and providing advice and assistance to the internal onePOS Support Team on diverse customer situations and escalated issues.

In this role you will provide guidance and real-time resolution on a wide range of technical and non-technical customer issues including but not limited to product compatibility and configuration license reconciliation support entitlements and validation invoice and shipping inquiries electronic support troubleshooting and product availability. You will also be the point of contact for new customers introducing and educating them on onePOS as a whole.

Duties and Responsibilities

• Provide onePOS & other related product Support to our client base.
• Log and manage support requests received via telephone and email from clients within the prescribed time frame.
• Analyze troubleshoot and resolve customer issues with established processes and procedures working towards a first call resolution within a timely manner or reassign to the appropriate resource if this is not possible.
• Update the call logging system ensuring that full and concise details of the nature of the incident are recorded accurate interaction times are established.
• Maintain good relationships with customers liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues.
• Carry out any other duties as reasonably requested by your line manager.
• Work on Inventory management systems and improving inventory controls across all three offices.

Qualifications

• High School Diploma or Higher
• Proven record of previous similar employments (call center call logging helpdesk or support)
• Ability to turn work around quickly whilst maintaining a high level of accuracy
• Ability to work under pressure and multitasking in a busy Customer Service Call Center environment.
• Customer focus - good listener who remains calm when dealing with customers able to deliver great customer service to required standards in a professional and polite manner.
• Enthusiastic - genuinely wanting to deliver a first-class service.
• Strong attention to detail and accuracy in all work.
• Articulate and methodical in approach
• Ability to develop specific customer knowledge over time
• Availability to travel during training and orientation process.
• A willingness to learn is essential: extensive on-the-job training use of self-learning tools and documentation.
• Basic SQL knowledge
• Microsoft Operating Systems and Internet Fundamentals
• Strong troubleshooting and problem-solving skills
• Strong analytical skills
• Basic credit card and EMV payment processing knowledge
• Advanced Computer skills with a strong interest in IT (hardware networks MS Windows Microsoft Office Print Setup)
• Strong verbal communication skills able to tailor communication so that it is clear and easy to understand.
• Good interpersonal skills and a team player able to work as part of multi-disciplinary teams.

Preferred Qualifications

• Fluent in Spanish written and oral.
• OnePOS-specific experience and a working knowledge of the hospitality industry
• Zoho CRM or CRM Netsurion network solutions.
• An excellent understanding of common industry standard business practices as related to Retail Operations including Accounting Inventory Management as well as Business Automation Technology.
• Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working.
• Be transparent honest and forthcoming with team members & clients.
• Embrace opportunities for collaboration with others to achieve company objectives and enhance client service.
• QSR Certification a plus
• Management experience in the Food & Beverage or Hospitality Industry

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members management agents Business Development Managers (BDMs) and external partners to facilitate smooth operations and collaborations.
• Must be able to lift up to 25 pounds if needed.

Job Classification

• Non-exempt

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs job requirements and individual qualifications without regard to race color religion national social or ethnic origin sex age physical mental or sensory disability sexual orientation or any other status protected by the laws and regulations in the locations where we operate.

Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation contact the Human Resources Department at.