Pos Support Technician

POS Helpdesk Support And Sales Employee Duties

The employee will:

• Provide Resellers located in the U.S and Canada with technical support.

• Provide Direct Customers in the U.S and Canada with technical support.

• Communicate with U.S based payment companies and 3rd parties that integrate with company software for the purpose of obtaining support with their support staff.

Job Description

Direct Customer Support to provide customers with technical support on the POS Application including apps and integrations developed by the company.

The point of sale software is a Windows based POS application and has system options configurable for Canada and the U.S to support local taxes, currencies and features suited for customers in a retail or hospitality business. The role will require you to learn the point of sale software in which you will have access to our knowledgebase, solution articles, user guides and software downloads.

You will be added as an Agent to the helpdesk ticketing system for the purpose of managing the support tickets from the resellers and direct customers.

Your workstation will be configured to have an extension to the VoIP phone system which will allow you to call company head office in Australia to speak with the various staff here.

Daily activities will include:

• Answer customer support phone calls and provide support over the phone.

• Use remote desktop programs such as Centrastage for remotely accessing customers and resellers computers.

• Obtain log files and test backups of databases to reproduce or diagnose problems.

• Learn our products and keep up to date on our systems

• Get advice and training from fellow staff.

• Record and update support tickets in the ticketing system.

• Test POS equipment. POS terminal, receipt printer and barcode scanner to test customer databases and troubleshoot various issues.

• Prioritize your work to deal with high priority issues first, followed by general support and training on the point of sale system.

• Learn which POS hardware is compatible with the point of sale software and understand how to setup and configure POS hardware.

• Follow up with customers to ensure their technical issues are resolved.

Employee Requirements

For this role, we would suggest the employee has the following:

• A passion for learning and using new software. (We’re not looking for people who are just hardware technicians)

• Understanding of computer systems, mobile devices and other tech products

• Experience with LAN/WAN networks

• Proficiency performing configuration & security settings in various versions of Windows OS

• Experience using help desk software and remote support tools.

• Proficiency in English

• Excellent communication and problem-solving skills

• Customer-oriented and cool-tempered

• Ability to multi-task and prioritize tasks.

• Ability to calm and reassure customers, while identifying and resolving their technical issues

• Ability to lift 45 lbs.

• Occasional travel for onsite service (approximately 5% travel)

• Organized and detail oriented.

Additional Helpful Skills (Not Required)

• Experience in a technical role supporting or installing Point of Sale solutions

• Familiarity with point of sale equipment (e.g. receipt printers, scanners, scales, payment terminals, etc)