Senior Support Engineer
4 weeks ago
Job Description
Job Description
JOB TITLE: Senior Support Engineer
DEPARTMENT:
i3 POS
JOB LOCATION: Orlando, FL or Mesa, AZ
SUMMARY OF POSITION:
The onePOS Support Team is a national technical team focusing on supporting our client portfolio on the full suite of onePOS Hospitality Systems (POS) hardware, applications, and related products.
As a member of the POS Support Team, your focus is to provide superior support to the onePOS 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 i3 Verticals as a whole.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Provide support guidance and assistance to other team members
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 and reseller 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
Available to work evenings and weekends on a routine basis.
Access to a computer, high speed internet access and a cell phone for the duration of all scheduled shifts.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
Fluent in English, written and oral
High School Diploma or Higher
3 Years of experience with a 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
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 (EDUCATION AND EXPERIENCE):
Zoho CRM or CRM, Netsurion network solutions
onePOS specific experience and a working knowledge of the hospitality industry
5Years of experience with a proven record of previous similar employments (call center, call logging, helpdesk or support…)
Be transparent, honest, and forthcoming with team members & clients
Embrace opportunities for collaboration with others to achieve company objectives and enhance client service
This
job description
is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
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