Senior Support Engineer

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.