Tier 1 POS Help Desk

Duration

6

Duration Unit

Month(s)

Req Description

Description

This person will provide remote user support by troubleshooting hardware and software problems for POS systems. They will be supporting the 2000+ franchises in the field being the liaison between the client and the vendors on any hardware/software issues that they would have to troubleshoot.
• Complete, remote PC support at the Windows OS level
• Manage the installation / configuration of PCs, printers, and other peripherals
• Support user access to applications and systems through OKTA account management
• Support Office 365 environment, including provisioning and access to provisioned resources
• Provide basic support of the Point of Sale (POS) system and escalate to POS vendor as necessary - Coordinate new POS installations with POS vendor
• Engage ISP and work with ISP to resolve down and poorly performing circuits / connections
• Leverage SoHo networking skills to troubleshoot and resolve connectivity issues
• Manages multiple chat sessions as required, determines appropriate course of action to resolve user issue completely in a minimum amount of time
• Troubleshoot and resolve printing issues
• Add users and assist with password issues as required to ensure franchisee and internal user access to supported systems
• Participate in Jira ticketing system and provide a complete record of the issue and resolution provided
• Creates standard process documentation for common issues that can be utilized by the support team to resolve those issues
• Manage the process of on-boarding and off-boarding of franchisee and company owned stores
• Adhere to incident management program relative to role

Enterprise Req Skills

Help Desk,Pos Software,Trouble Shoot,Windows 10,Printer Support,Service desk,Support,Phone support,Troubleshooting

Job Title

Tier 1 POS Help Desk Analyst

Top Skills Details

1. 2-3 years’ of supporting POS systems and self-checkout units. (They work specifically with MKey, but this person doesn’t have to have that experience.
2. 2-3 years of general Help Desk support. Being comfortable on being over the phone taking 20+ calls a day and responding to emails and chat. Having to be able juggle between 4 – 8 chats at a time.
3. Someone with great customer service experience. (Being in any type of customer support role dealing with customers/end users would be fine.)

Worksite Address

CHARLOTTE,North Carolina,United States,28202-2059

Additional Information

Behind the wheel of the most diversified automotive franchise company in the world is a great place to be—a place with countless advantages and responsibilities. We are completely dedicated to helping entrepreneurs reach their highest level of success and growth potential. Our diversified franchise portfolio provides unparalleled opportunities throughout the automotive franchise industry.
owns a proprietary Point of Sale software that is available to their over 2,000+ franchises between US and Canada. When issues arise there is a corporate application support center that these owners can call into to help solve the problem. This specific position will serve as the lead to the application support individuals on site. They are charged with making sure that tickets continue moving in a timely matter, and serve as an escalation point when the techs can\'t solve a problem.

Drug Test Required

true

Experience Level

Entry Level

External Communities Job Description

1. 2-3 years’ of supporting POS systems and self-checkout units. (They work specifically with MKey, but this person doesn’t have to have that experience.
2. 2-3 years of general Help Desk support. Being comfortable on being over the phone taking 20+ calls a day and responding to emails and chat. Having to be able juggle between 4 – 8 chats at a time.

EVP

is a nationwide company with a number of name brands that fall under it. They did 1 Billion in revenue last year and look to have continued growth moving forward. It is an opportunity for someone to come in and have further reaching responsibilities outside of a normal Help Desk/desktop support role.

Work Environment

has moved into a brand new building in the uptown Charlotte area. It is a \"wide open\" environment where all employees work on an open floor, including the CEO of the entire company. It is a business casual environment.
The individual would have to work a shift between 7am – 8:00pm Monday – Friday. They will have to be open to working one weekend a month.

Additional Skills Tags

Additional Skills & Qualifications

CUSTOMER SERVICE MENTALITY. These candidates have to have a problem-solving aptitude but also be able to have the social chops, and patience to handle angry customers.

Business Qualification

Impact to the Internal/External Customer

They will make sure that the POS systems are up and running properly so that their clients can efficiently and effectively run their business on a day to day basis. In addition, making sure that the computer systems are running properly as well internally.

Why is Position Open?

Business Challenge

The business challenge with this position is about ensuring that customers leave happy and satisfied that was able to take care of their problem. If the franchises are not successful, then business suffers.