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POS Help Desk Associate

1 month ago

New York, United States Rainbow Shops - Corp Full time
Job DescriptionJob Description

Position Title:Point Of Sale Support Specialist

Department: Information Services

Position Purpose:

The Point Of Sale (POS) Support Specialist is the initial point of contact in the enterprise for all users of Point Of Sale services. This is mainly direct contact with store personnel but can include any individual responsible for supporting store personnel in the use of POS equipment. The other personnel would include, but is not limited to, District Managers, Regional Managers, Sales Audit Department and Information Technology Personnel. Contact from these personnel focuses on three service issues:

Receiving Point Of Sale hardware/software support problems and seeking resolution.
Seeking assistance with questions concerning Point Of Sale hardware/software support issues

Troubleshooting DSL and phone line problems.

Functions:

Fundamental or primary functions:

Provide enterprise-wide Point Of Sale technical support and problem resolution.
Maintain enterprise help desk data-base to a position of currency for all reported and assigned incidents with stated problem, status and resolution.
Inform management concerning problem reporting, tracking and resolution that is considered out of the ordinary.
Be responsible for ensuring POS equipment is installed and tested per documentation at the destination in a timely manner to ensure new store opening or to return existing stores to 100% operational capability.
Ensure quick resolution to POS user problems. If a problem cannot be resolved in a timely manner, bring the problem to the immediate attention of supervisor/manager.
Assist Information Technology Operations staff when necessary, to ensure that all stores are polled in a timely manner.
Assist Sales Audit in the collection of non polled POS transaction data or questionable data.
Perform and assist in performing the necessary update of hardware and software of POS equipment installed in stores. This may include over the phone updates and/or electronic updates via the AS/400 or other host systems.
Perform other functions as deemed necessary by supervisor/manager.

Marginal or infrequent functions:

Train users to utilize new POS hardware and software.
Assist in writing and/or revising documentation and update/installation instructions.

Dimensions:

Monitor all problems and/or questions posted to the help-desk from discovery to resolution.
Ensure that all stores are operational and can perform the necessary functions to service the customer in a timely manner. Be cognizant of alternatives and assist the stores in using these alternatives if the POS equipment is partially or totally inoperative.

Internal and External Contacts:

Internal

Continuous contact via phone or E-Mail with all levels of company personnel involved to ensure problem resolution in a timely manner.

External

Frequent vendor contact for specialty problem resolution as deemed necessary.

Qualifications:

Education

Essential

Two year degree (or equivalent work experience)

Experience in the following:

Multi-dimension technical problem resolution

Personal computer hardware
Point Of Sale hardware/software
Disk operating systems
User interfaces (windows, etc.)
Fluent in wide range of Point Of Sale computing applications

Desired

Four year degree with concentration in computer science; desired courses to include networks, operating systems, and business applications

Experience

Essential

Excellent telephone skills (patience, probing, analytical development, clarity and courtesy)
Strong and fluent customer service skills
Proficient experience (3 or more years) in a support environment that includes interaction with users of Point Of Sale/Store systems and applications

· Exposure to AS/400 operating system and hardware

· Well organized

· Self motivated

· Good communicator (written and oral)

· Strong interpersonal skills

· Excellent problem management skills

 

Desired

5 years experience in Point Of Sale customer service roles

Retail Business/industry knowledge

Accountabilities:

Primary technical problem capture and resolution to reported problems
Success determined by customer satisfaction and performance to service level expectations
Provide a support and maintenance level that ensures the Point Of Sale systems are available to service the customer in a timely and accurate manner.
Provide a support and maintenance level that ensures the Physical Inventory systems are available to service the customer (stores) in a timely and accurate manner.
Provide data to management that identifies potential problem areas and suggest solutions to improve Point Of Sale user productivity.

 

Company DescriptionRainbow is fast-growing and offers opportunities for development and growth. We are extraordinarily successful in our market niches. We are in a growth mode and are looking for people who want longevity and to grow with the Company. Good attendance and punctuality are necessary with the ability to follow instructions and work well independently and with others. The qualified candidate will have a strong work ethic, pay close attention to detail, have good organizational skills, a willingness to learn, and the desire to make a career.
Rainbow employees enjoy being part of a progressive and rapidly growing organization. Our staff is hard working, loyal and dedicated. In addition, we provide many opportunities for growth and a career path. In fact, over 60% of our management team is promoted internally. We offer
great benefits, including medical, dental, vision in and 401(k), paid time off, weekly pay and employee discounts. Competitive pay rate based on experience.Company DescriptionRainbow is fast-growing and offers opportunities for development and growth. We are extraordinarily successful in our market niches. We are in a growth mode and are looking for people who want longevity and to grow with the Company. Good attendance and punctuality are necessary with the ability to follow instructions and work well independently and with others. The qualified candidate will have a strong work ethic, pay close attention to detail, have good organizational skills, a willingness to learn, and the desire to make a career. \r
Rainbow employees enjoy being part of a progressive and rapidly growing organization. Our staff is hard working, loyal and dedicated. In addition, we provide many opportunities for growth and a career path. In fact, over 60% of our management team is promoted internally. We offer\r
great benefits, including medical, dental, vision in and 401(k), paid time off, weekly pay and employee discounts. Competitive pay rate based on experience.