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POS Support Specialist

2 months ago

San Francisco, California, United States STONE Resource Group Full time
{"title": "POS Support Analyst", "description": "Job Summary

We are seeking a skilled POS Support Analyst to join our team at Stone Resource Group. As a key member of our technical support team, you will be responsible for ensuring the smooth operation of our point-of-sale systems, providing top-notch support to our clients, and collaborating with internal teams to resolve complex technical issues.

Key Responsibilities
  • System Maintenance: Ensure the proper functioning and maintenance of POS systems, including software updates, troubleshooting, and resolving technical issues.
  • Data Analysis: Analyze reports and trends to identify patterns, opportunities, and areas for improvement.
  • User Support: Provide support to POS system users, troubleshooting common issues, and addressing user inquiries or concerns.
  • Vendor Management: Manage relationships with POS system vendors, including coordinating vendor support and maintenance services.
  • Performance Monitoring: Monitor the performance of POS systems and identify opportunities for optimization or enhancement to improve efficiency, reliability, and customer experience.
  • Documentation and Reporting: Maintain accurate documentation of POS system configurations, procedures, and support activities. Generate regular reports on POS system performance, usage metrics, and other relevant metrics for management review.
  • Collaboration: Partner with internal teams and external vendors to resolve critical or complex problems in a timely manner.
Requirements
  • Advanced Technical Support Experience: 3-5 years of experience in advanced third-level support for retail and dining POS hardware and applications.
  • Incident and Problem Management: 3 years of experience with incident and problem management.
  • POS System Support: 2+ years of experience in supporting POS systems and peripherals.
  • Excellent Communication Skills: Excellent written and verbal communication skills with the ability to effectively communicate complex technical issues to various audiences.
  • Customer Focus: Strong customer focus and orientation.
  • Availability: Must be open to working occasional weekends and after-hours, if required.
Preferred Qualifications
  • ITIL and ITSM Experience: Exposure to ITIL and ITSM tools such as ServiceNow is preferred.
Education Requirement
  • Computer Science Degree: University or college degree in computer science or a related field, with 2-5 years of experience in the retail and dining hospitality industry.
", "lang_code": "en-US"}