This position is responsible for providing technical software, hardware and network problem solving and assisting in all aspects of customer support. The role focuses heavily on providing customer service by performing specialized question/problem diagnosis and guiding clients through step-by step solutions. The role requires customer service, technical support, and account management. We are looking for confident, assertive, flexible, team-oriented professional who is adaptable, courteous, motivated and has strong work ethic. You will need to contribute in a wide range of capacities to an entrepreneurial environment so it’s important to perform well individually, with minimal supervision, and as a member of a team.

Essential Duties and Responsibilities:

• Independently handle a high volume of client support requests
• Relying on specialized knowledge of POS’s products, work with customers to understand their specific needs and expectations and find the appropriate solution
• Provide technical support via phone and email
• Respond to and diagnose incidents/problems through discussions with users
• Work directly with the Engineering team to identify and resolve potential system-wide QA issues
• Contact customers in response to inquiries, complaints or issues and provide a status update and planned resolution
• Support incident management process through which incidents and resolutions are controlled and resolved
• Log and use independent judgment to prioritize assigned incident tickets
• Participate in job related training initiatives including mentoring and delivering trainings
• Review support cases for technical and troubleshooting accuracy
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Competencies

• Clear and professional written and oral communication skills - mandatory
• Strong English skills - mandatory
• Strong troubleshooting skills - mandatory
• Call center experience and POS knowledge - highly desired
• Good French/Italian/German/Spanish skills - will be a great plus

To be successful on this position you will also need to:

• Demonstrate attention to detail and organization skills
• Identify and resolve problems in a timely manner; develop alternative solutions
• Interact effectively with all levels of management and other employees
• Thrive in a fast-paced environment and challenging workload
• Effectively prioritize and escalate customer issues as required
• Maintain composure and customer focus while troubleshooting and solving technical issues
• Have the aptitude for acquiring skills in technical repairs
• Learn new software and applications on mobile devices
• Work closely with cross-disciplinary teams
• Act as a POS product knowledge expert

Computer Skills

• Must be proficient in MS Office
• Solid knowledge of Internet development technologies
• Solid knowledge of networking technologies

Education and/or Experience

• BA/BS degree required; preferably in a related field
• Minimum 3-5 years of customer or technical support experience
• Experience in a POS technical support environment is a plus
• Restaurant industry experience is a plus

Deadline for applications: 13.04.2017.