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SalaryDescription:
- Provides Tier 1 and 2 hardware and software technical support for a variety of platforms for multiple retail and hospitality customers
- Responsible for creating, tracking and maintaining call logs in Salesforce Service Cloud
- Document, update and close tickets according to defined service level agreement requirements.
- Handle Internal and/or 3rd Party Orders and Escalations to Customer or vendors
- Provide exceptional customer service to internal and external customers
- Accept internal escalations from Help Desk Analysts’
- Determines when to escalate technical issues requiring more specialized attention to Lead or Managers
- Communicate potential issues and trends with Customers or Personnel to Lead or Managers
- Evaluate process and procedures and come up with possible solutions for increased efficiency
- Provide mentoring and coaching to Help Desk Analyst’s
- Ensure team meets External Service Level Agreements
- Associates degree and/or equivalent technical training
- 3-5+ years of customer service and relevant POS technical support experience
- Demonstrated ability to solve problems to resolution
- Excellent written and verbal communication skills
- Experience using Point of Sale (POS) systems in either a retail or hospitality environment a plus
- Ability to multi-task, prioritize, and manage time effectively
- Willingness and availability to work in a 24/7/365 work environment
- Intermediate MS Office skills (Word, Excel, Outlook)
