Network support technician serp_jobs.h1.location_city

Job Description

Job Description

Title

Support Technician

Operations - POS

Reports to

Support Services Manager

Position Overview

As a member of the Team, your focus is to deliver application, hardware and solutions support to the 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 onePOS as a whole.

Duties and Responsibilities

• 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 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.
• Work on Inventory management systems and improving inventory controls across all three offices.

Qualifications

Preferred Qualifications

Working Conditions

Job Classification

At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, national, social, or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation, or any other status protected by the laws and regulations in the locations where we operate.

Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Human Resources Department at HR@payroc.com.