POS Support Specialist

6 days ago


San Francisco, California, United States STONE Resource Group Full time

Job Summary:

STONE Resource Group is seeking a skilled POS Support Analyst to join our team. As a key member of our IT support team, you will be responsible for ensuring the smooth operation of our Point of Sale (POS) systems, providing top-notch support to our clients, and collaborating with internal teams to resolve technical issues.

Key Responsibilities:

  • System Maintenance: Perform routine maintenance tasks on POS systems, including software updates, troubleshooting, and resolving technical issues to ensure optimal performance.
  • Data Analysis: Analyze reports and trends to identify patterns, opportunities, and areas for improvement, providing actionable insights to drive business growth.
  • User Support: Provide exceptional support to POS system users, addressing technical issues, and ensuring timely resolution of service requests.
  • Vendor Management: Develop and maintain strong relationships with POS system vendors, coordinating support and maintenance services to meet business needs.
  • Performance Monitoring: Continuously monitor POS system performance, identifying opportunities for optimization and enhancement to improve efficiency, reliability, and customer experience.
  • Documentation and Reporting: Maintain accurate documentation of POS system configurations, procedures, and support activities, generating regular reports on system performance and usage metrics.
  • Collaboration: Work closely with internal teams, external vendors, and business unit teams to resolve complex technical issues and drive business outcomes.

Requirements:

  • 3-5 years of advanced third-level support experience in Retail/Dining POS hardware and applications.
  • 3 years of experience with Incident and Problem Service Management.
  • 2+ years of experience in supporting POS Systems and peripherals.
  • Excellent written and verbal communication skills, with the ability to effectively communicate technical information to various audiences.
  • Strong customer focus and orientation.
  • Ability to work occasional weekends and after-hours, if required.

Preferred Qualifications:

  • Experience with ITIL and ITSM tools, such as ServiceNow.

Education:

  • University or College degree in Computer Science or related field, with 2-5 years of experience in the Retail and Dining Hospitality industry.


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